HubSpot fields in Jira Service Management

By including HubSpot custom fields in the Request form on the Customer Portal, service agents give clients a chance to paint a fuller picture of their request. With valuable details kept in one space, tailoring the service becomes easier and support teams can be sure that they’re providing the best customer experience.

Before adding the custom fields, they need to be created first - find the explanation here.

Once the HubSpot custom field is created, it has to be associated with proper request screens of each service project. This step is done right after the field creation.

HubSpot custom fields on JSM Request forms

Select a service project and go into Project settings.

Accessing HubSpot-Jira integration through the Space settings button - screenshot of Jira with the button highlighted.

Select Request management> Request types.

Request types in Jira Service Management projects - screenshot of the page. A step alog the way to configuring the HubSpot Jira integration on Customer Portal.

Go into one of the Request types and stay on the Request form tab.
There, the form can be edited to user’s needs by dragging the available fields from the panel on the right side - including the HubSpot custom fields.

Configuration of the HubSpot custom fields on the Request Form view - accessed through service projects settings, users select and drop the custom fields into the form.

Once completed, click Save.
The HubSpot custom field will now be visible for customers raising the request type that’s been configured.