Ticket Sync: Discord forum posts to HubSpot tickets
Turn Discord forum posts into HubSpot tickets with Conncord Ticket Sync, link posters to contacts, and move ticket stages with forum tags.
Ticket Sync turns each new post in a Discord forum channel into a HubSpot ticket. The poster is linked to a HubSpot contact, and your team moves the ticket between pipeline stages by tagging the post in Discord.
Ticket Sync works with HubSpot only, and is included in the trial and the Scale plan.
How it works
- Someone creates a post in a mapped forum.
- Conncord creates a HubSpot ticket in the pipeline you chose. The subject is the post title and the description is the post's first message.
- If the poster is already linked to a contact, the ticket goes to that contact and starts in your registered stage.
- If not, the ticket starts in your new stage, and Conncord replies in the post with a Register button. When the poster registers with their name and email, Conncord links them to a contact and moves the ticket to the registered stage.
- Conncord tags the post to match the ticket's stage. When your team changes the tag in Discord, Conncord moves the ticket to the matching stage in HubSpot.
Ticket Sync works from Discord to HubSpot. Changing a ticket's stage in HubSpot doesn't change the tag in Discord, and replies in the post aren't copied to the ticket.
Set it up
Grant HubSpot permissions
In your Conncord dashboard, open Ticket Sync. Click Connect HubSpot under Grant HubSpot permissions to let Conncord create and update tickets. If you're on Starter or Pro, upgrade to Scale first.
Give Conncord access to the forum
Conncord needs View Channel, Send Messages in Threads, Manage Threads and Read Message History in the forum. If the forum is private, add Conncord to it. See Discord bot setup.
Create a mapping
Click New mapping, choose the Discord forum and the HubSpot pipeline, and save. Each forum can map to one pipeline. A pipeline can take several forums.
Choose the stages
- New posts start in: the stage for new tickets from posters who aren't linked yet.
- After the poster registers, move to: the stage tickets move to once the poster is linked.
The two stages must be different.
Map forum tags to stages
Pair Discord forum tags with pipeline stages. Each tag and each stage can be used once. Both of the stages above need a tag. Add more pairs for stages like "Waiting on customer" or "Closed".
Set the priority and messages
- Priority: the HubSpot priority for new tickets from this forum (Low, Medium, High or Urgent).
- Welcome: posted in the thread when the poster isn't linked to HubSpot yet, with the Register button.
- Registration: posted after the poster registers.
Use <@{discordUserId}> in a message to mention the poster.
Turn on the mapping
Turn the mapping on. New posts in that forum now become tickets. Existing posts aren't imported.
Registration
The Register button opens a page on conncord.com where the poster enters their first name, last name and the email they use with your company. Conncord links them to the contact with that email, or creates one, and moves all their open unregistered tickets to the registered stage. The link works for 90 days.
Until they register, their tickets are associated with a placeholder contact named after their Discord display name. Unused placeholder contacts are archived after registration.
Usage and retries
Each new ticket uses one action from your plan. Moving a ticket between stages doesn't. When your actions are used up, new posts aren't turned into tickets until they reset or you upgrade.
If HubSpot or Discord is briefly unavailable, Conncord retries creating the ticket for up to 24 hours.
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