Resolving Aircall and HubSpot Help Desk Ticket Routing & Filtering Challenges

Overview

Managing customer support becomes complicated when multiple systems start conflicting with each other.

This was exactly the challenge faced by a growing support team using Aircall and HubSpot Help Desk together. While the integration was technically successful, ticket routing, filtering, and helpdesk organization started breaking due to HubSpot overriding Aircall’s filtering behavior.

The result was incorrect ticket segmentation, operational confusion, and reduced support efficiency.

The team needed a scalable solution that could restore accurate Aircall routing, maintain organized HubSpot Help Desk views, and support multiple calling channels without workflow disruption.

Problem Statements

The client faced several operational challenges while managing Aircall and HubSpot together.

• Aircall filters were not reflecting correctly inside HubSpot Help Desk

• Tickets were appearing in incorrect support queues

• Multiple Aircall numbers created routing conflicts

• Help Desk views became inconsistent

• Support teams struggled to identify call generated tickets

• Default HubSpot ticket properties failed to classify tickets accurately

The client required a scalable solution that preserved Aircall routing behavior while maintaining organized Help Desk operations.

Challenges

HubSpot Help Desk Overriding Aircall Logic

Even though Aircall routing and filters were configured properly, HubSpot’s native Help Desk calling channels took control of ticket processing.

This caused:

• Aircall filters to stop functioning correctly

• Ticket routing inconsistencies

• Incorrect queue assignments

• Operational confusion for support teams

Ticket Channel Identification Failure

After disabling conflicting HubSpot Help Desk channels, another issue appeared.

HubSpot could no longer identify tickets as call generated records. The default property:

Originating Channel Type

started displaying:

Unknown

instead of:

Calling

This created additional filtering and reporting limitations inside Help Desk views.

Process

Step 1: Root Cause Investigation

The support workflows were analyzed extensively to identify why Aircall filters were failing inside HubSpot Help Desk.

The investigation confirmed that:

• HubSpot Help Desk calling channels were overriding Aircall behavior

• Native HubSpot ticket processing was taking priority over Aircall routing logic

Step 2: Disabling Conflicting Help Desk Channels

To restore Aircall functionality:

• HubSpot Help Desk calling channels connected to Aircall numbers were disabled

• Aircall integration remained active for ticket synchronization

• Aircall regained control over routing and filtering workflows

This immediately restored proper Aircall based call filtering.

Step 3: Alternative Ticket Segregation Strategy

Disabling Help Desk channels solved routing issues but removed native ticket channel classification.

To overcome this limitation:

• The team implemented source based ticket identification

• Ticket Source properties were used instead of Originating Channel Type

• Custom Help Desk views were created using source conditions

This allowed support teams to correctly separate and manage Aircall generated tickets.

Step 4: Optimized Support Workflow

The final workflow operated as follows:

• Customer calls are received through Aircall

• Aircall routing and filters process the calls

• Tickets are automatically created inside HubSpot

• Source properties identify Aircall generated tickets

• Custom Help Desk views segregate tickets accurately

• Support agents manage tickets using source based filtering

Benefits

Accurate Aircall Routing

Aircall filtering and routing logic started functioning correctly without HubSpot interference.

Organized Ticket Management

Custom Help Desk views enabled accurate ticket segregation and simplified support operations.

Improved Agent Productivity

Support teams could quickly identify and manage call related tickets without confusion.

Better Visibility and Reporting

Source based ticket filtering improved operational visibility across support queues.

Scalable Multi Number Support System

The environment successfully supported multiple Aircall numbers without routing conflicts.

Stable HubSpot and Aircall Coexistence

The solution enabled seamless integration between Aircall workflows and HubSpot Help Desk automation.

Conclusion

This implementation highlighted a complex integration challenge where HubSpot Help Desk channel behavior overrode Aircall routing logic.

By identifying the root cause, disabling conflicting Help Desk calling channels, and implementing source based ticket segregation, the support team successfully restored accurate call routing and improved operational visibility.

The final solution created a scalable, organized, and reliable support workflow that allowed Aircall and HubSpot to function together without operational disruption.

Optimize Your Customer Support Workflow

Amwhiz helps businesses streamline customer support operations using HubSpot, Aircall, Shopify, and advanced workflow automation solutions.

From custom integrations and ticket automation to CRM optimization and helpdesk workflow improvements, our team builds scalable systems designed for growing support teams.

Email: sales@amwhiz.com

Phone: +91 91500 65500