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Unifying Customer Service with HubSpot–JIRA Integration for Gray Falkon

Gray Falkon

Industry

Compliance

Challenge

The company required a unified support management system to eliminate manual duplication, ensure smooth communication between HubSpot and JIRA, and streamline ticket ownership across teams.

Services

RevOps, Integration, Service Hub

grayfalkon.com/
12+
Hours/week saved from manual duplication
41%
Fewer data discrepancies
28%
Faster ticket resolution
33%
Improvement in cross-team efficiency
Gray Falkon

About Gray Falkon

GrayFalkon is an AI-driven brand protection company that helps businesses safeguard their products, revenue, and reputation across e-commerce platforms. By combining AI monitoring with legal and compliance expertise, GrayFalkon enables brands to detect fraud, enforce compliance, and maintain consumer trust.

 

Challenge

GrayFalkon needed a more efficient way to manage support requests across internal and external teams. Their HubSpot ticketing system worked well for client-facing issues but lacked the depth of JIRA’s project management capabilities. Without integration, support requests had to be manually duplicated, leading to delays, inconsistent tracking, and missed updates.

Solution

Peddle integrated HubSpot ticketing with JIRA using a third-party middleware tool. This allowed tickets created in HubSpot to sync seamlessly with JIRA, enabling real-time updates and eliminating manual duplication. Custom fields were mapped across both platforms, ensuring that critical details were preserved and visible. In addition, custom assignment rules were configured in JIRA, ensuring tickets were automatically routed to the correct teams for resolution.

Impact

  • Unified Support System: End-to-end integration eliminated manual duplication of tickets, saving the support team 12+ hours per week.
  • Faster Response Times: Automated ticket assignment improved resolution speed by 28%, reducing SLA breaches. 
  • Cross-Team Collaboration: HubSpot–JIRA sync improved communication between client-facing and internal technical teams.

  • Scalable Infrastructure: Integration created a framework for handling larger ticket volumes without adding headcount.