Ticketing data connected to customer accounts
The challenge they faced
As an industrial IT management services firm, the team had fragmented customer service data across multiple systems. Ticketing information remained siloed in their existing ticketing platform, disconnected from the customer accounts and contact records already in HubSpot. This separation meant the team could not see the complete picture of customer interactions and service history alongside other business data, making it difficult to deliver coordinated support and identify patterns in service needs.
The strategy we mapped
We prioritized authentication and webhook setup first, since the integration could not flow ticket data without those foundations in place. Once the NinjaOne API connection was verified through the integration user login and a refresh token was generated, we created the webhook to stream new ticketing events into HubSpot. The main work was then to plan for both real-time event ingestion and a historical backfill of existing tickets, since the webhook captures only new activity going forward.
After the webhook was confirmed stable and new tickets were flowing, we completed a historical import of all prior NinjaOne tickets into HubSpot so the team would have a complete picture of service activity in one place. The final step involved reconciling any duplicates and ensuring the ticket records were properly sorted and ready for operational use.
The solutions we executed
We integrated NinjaOne ticketing into HubSpot as a one-way data flow using the NinjaOne API and webhook. Tickets from the ticketing platform now appear as records in HubSpot, connected to the customer accounts already stored there. This connection means the team can see service history and current support requests without leaving HubSpot, making it easier to coordinate support with other customer interactions and business data.
We set up event-based syncing through a NinjaOne webhook so new and updated tickets flow into HubSpot automatically. We also performed a historical import to bring existing tickets from NinjaOne into HubSpot so the team had a complete service record from day one. The integration created a custom NinjaOne ticket object in HubSpot with fields to capture essential ticketing data, enabling the team to spot patterns in service needs and respond more cohesively across support, sales, and account management.
What changed after the engagement.
The team now sees customer service history and active support requests inside HubSpot, connected to customer accounts and other business data. New tickets from the ticketing platform flow into HubSpot automatically through an event-based webhook, and a historical import brought all prior tickets into one place. This integration created a custom NinjaOne ticket object in HubSpot with essential ticketing fields, enabling the team to spot patterns in service needs and coordinate support more cohesively across all customer interactions.
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