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Integrate Aircall with HubSpot Help Desk (Beta)

Jordan W.
  • Updated

Please note: this feature is currently only available to customers participating in the HubSpot beta. You can join the beta in your HubSpot account and enable the feature in your Aircall account.

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This integration is best suited for customers who want to use HubSpot Help Desk to manage their Support tickets and don’t need advanced rules to choose when to create or update a ticket.

Help Desk is still in beta at HubSpot, so please be conscious that we are still working on some functionality improvements.

The rules that Aircall currently allows you to configure for ticket creation will not be enforced for numbers connected with Help Desk. If you are currently using Aircall's ticket creation settings, please check the Changes in existing functionality and Current Limitations sections of this article before enabling the feature.

How to enable the integration

In order to activate the feature, customers need to:

  • Head to the Aircall Dashboard
  • Go the Settings of the HubSpot integration
  • In the HubSpot Help Desk connection space select YES to allow Aircall to share the phone numbers associated with the integration with HubSpot

  • Then go to your HubSpot Help Desk Settings and click to Connect a new channel

  • Choose the calling channel and then Aircall as the calling provider

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  • To finish the configuration, please choose the Aircall numbers you would like to enable for the Help Desk setting

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  • From now on, whenever a call is received in one of the numbers enabled for Help Desk, Hubspot ticket creation logic will be applied instead of Aircall logic defined in the Ticket Creation Setting in the integration settings page

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What can you expect from this integration

New Functionality

With this integration you will be able to select Aircall as your calling provider within Help Desk.

This will allow you to have HubSpot manage your ticket creation logic for the Aircall numbers integrated with Help Desk.

It will also allow you to start a call using Aircall from within a ticket thread in Help Desk.

Changes in existing functionality

For the Aircall numbers enabled for Help Desk, there will be some changes in the call association and ticket management logic when compared with the ones you may currently have configured in Aircall:

Changes in ticket creation logic

In Aircall you can choose whether to create a new ticket or update an existing one, based on the type of call, as explained in the Ticket Creation section of this article.

For numbers connected with Help Desk, this ticket creation logic defined in Aircall will not be applied, and instead you can expect the following behavior:

  • HubSpot will automatically create a new ticket for any inbound call that is received and answered in the HubSpot CTI
  • This new ticket will appear in your Help Desk and show the logged call

  • For inbound calls answered in the Aircall Phone app, no ticket will be created
  • For outbound calls started from within a Help Desk ticket thread, a new message will be logged in this ticket linked to the call engagement
  • For outbound calls started from the Hubspot CTI dialpad, the Aircall phone app, or a click to dial in any other record than the ticket thread in Help Desk, no ticket will be created or associated with the call

Changes in ticket association

  • When a ticket is created by Aircall, it is visible right away in the Aircall insight card when a call is made/received. When a ticket is created by HubSpot for numbers connected to Help Desk, there will be no ticket insight card visible in the HubSpot CTI or Aircall phone app
  • The new tickets created by HubSpot for numbers connected with Help Desk will be associated with a contact in the case that there is only one contact matching the calling phone number. If you have multiple records with the same phone number, no association will be done

Current Limitations

    • For numbers connected to Help Desk, Aircall’s ticket creation rules will not apply, so HubSpot will be responsible for creating and updating tickets.
      1. Currently, HubSpot will create a new ticket for every inbound call received in a number connected with Help Desk via the CTI. For calls answered in the Aircall phone app, no ticket will be created.
      2. For outbound calls started from the HubSpot CTI or the Aircall phone app, no tickets will be created.
      3. When the outbound call is started from within a Help Desk ticket view, the call information will be logged in that ticket.
    • When a number is enabled for Help Desk and then the Aircall setting “Help Desk connection” is disabled:
      1. We will stop sharing numbers with HubSpot, but we will not remove from Help Desk the numbers already shared and enabled.
      2. The ticket creation logic applied to the numbers previously configured for Help Desk will not revert to the Aircall one automatically, only after the customer deletes the number from Help Desk Settings.
    • Customers with Help Desk enabled will start seeing the new CTI experience provided by HubSpot, with the CTI appearing in every HubSpot page by clicking on the phone icon in HubSpot top bar.

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