Log Calls in New or Existing Tickets in HubSpot Service Hub Using JustCall

Overview

JustCall's HubSpot integration enables logging all customer interactions—calls, SMS, and WhatsApp messages—directly into HubSpot Service Hub tickets. This streamlines support request management and maintains comprehensive communication records.

Prerequisites

• Active JustCall account with HubSpot integration enabled
• Account admin or owner status required for configuration
• Service Hub product must be enabled in your HubSpot account

Configuration Steps

1. Navigate to Integrations from your Dashboard left menu
2. Go to My Active Integrations tab and locate HubSpot
3. Click the Configure button on the HubSpot integration box
4. Access HubSpot General settings page
5. Enable the toggle: "Log calls, texts and WhatsApp messages in HubSpot tickets (ServiceHub)"

Configuration Options

Ticket Pipeline Selection

Choose one pipeline where tickets will be created or updated

Logging Behavior Per Interaction Type

Configure settings for: Inbound Call, Outbound Call, Voicemail, Missed Call, SMS, WhatsApp

Three options available:

• No Action: No ticket association
• Create a New Ticket: Generates new ticket per interaction with automatic contact linking
• Log in Existing Ticket: Adds to the most recently created contact ticket

Select ticket status for newly created entries in the secondary dropdown.

6. Click Save Changes and optionally apply settings across all team members

Important Notes

• Only one pipeline can be selected at a time
• Interactions log under both contact records and associated tickets
• System auto-creates tickets if no existing ticket is found during "Log in Existing Ticket"

Viewing Logged Interactions

1. Log into HubSpot and navigate to Service > Helpdesk
2. Open any ticket from the configured pipeline
3. Scroll to Activity Feed to view JustCall logs

Each entry displays:

• Interaction type (inbound/outbound)
• Call duration
• Caller/receiver information
• Timestamp
• Recording or transcript links (when enabled)