Overview

Aircall can be used as a calling provider within HubSpot Help Desk, allowing HubSpot to manage ticket creation logic for the Aircall numbers connected to Help Desk. This integration is best suited for customers who want to manage support tickets in HubSpot Help Desk and do not need advanced rules to control when to create or update a ticket.

Before you start

The rules Aircall allows you to configure for ticket creation are not enforced for numbers connected with HubSpot 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 HubSpot Help Desk.

How to enable the integration

Step 1: Enable HubSpot Help Desk connection in Aircall

  1. Go to the Aircall Dashboard > Integrations & API.

  2. Go to the Settings of the HubSpot integration.

  3. In the HubSpot Help Desk connection section, select YES to allow Aircall to share the phone numbers associated with the integration with HubSpot.
     

Step 2: Connect Aircall as a calling channel in HubSpot

  1. In your HubSpot account, click the settings icon in the top navigation bar.

  2. In the left sidebar menu, go to Inbox & Help Desk > Help Desk.

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  3. Under Ticket sources and routing, select Channels.

     

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  4. Click Connect a channel (top right).

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  5. Choose the Calling channel, then select Aircall as the calling provider.

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Step 3: Choose Aircall numbers for Help Desk

  1. Select the Aircall numbers you would like to enable for the Help Desk setting.

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  1. Once configured, whenever a call is received on a number enabled for Help Desk, HubSpot ticket creation logic will apply instead of the logic defined in Aircall’s 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 can:

  • Select Aircall as your calling provider within HubSpot Help Desk

  • Have HubSpot manage ticket creation logic for the Aircall numbers integrated with Help Desk

  • Start a call using Aircall from within a ticket thread in Help Desk

Changes in existing functionality

For Aircall numbers enabled for Help Desk, call association and ticket management behavior differs from what 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. For numbers connected with Help Desk, the Aircall ticket creation logic is not applied.

For numbers connected with Help Desk, you can expect the following behavior:

  • HubSpot automatically creates a new ticket for any inbound call that is received and answered in the HubSpot CTI

  • This ticket appears in Help Desk and shows the logged call

  • For outbound calls started from within a Help Desk ticket thread, a new message is logged in that ticket and 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 record other than the ticket thread in Help Desk, no ticket is 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 or received.

  • When a ticket is created by HubSpot for numbers connected to Help Desk, there is no ticket insight card visible in the HubSpot CTI or Aircall phone app.

  • Tickets created by HubSpot for numbers connected to Help Desk are associated with a contact only when exactly one contact matches the calling phone number.

  • If multiple records share the same phone number, no association is made.

Current limitations

For numbers connected to Help Desk:

  • Aircall’s ticket creation rules do not apply, HubSpot is responsible for creating and updating tickets.

  • HubSpot creates a new ticket for every inbound call received on a Help Desk connected number via the CTI.

  • For calls answered in the Aircall Phone app, no ticket is created.

  • For outbound calls started from the HubSpot CTI or the Aircall phone app, no tickets are created.

  • When an outbound call is started from within a Help Desk ticket view, the call information is logged in that ticket.

If a number is enabled for Help Desk and later the Aircall setting Help Desk connection is disabled:

  • Aircall stops sharing numbers with HubSpot, but does not remove the numbers already shared and enabled in HubSpot Help Desk.

  • Ticket creation logic for numbers previously configured for Help Desk does not revert to Aircall logic automatically. It reverts only after the customer deletes the number from Help Desk settings.

Customers with Help Desk enabled will see the new CTI experience provided by HubSpot. The CTI appears on every HubSpot page by clicking the phone icon in the HubSpot top bar.