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Why HubSpot Fields Do Not Appear on Some Customer Records

## 📌 Why HubSpot Fields Do Not Appear on Some Customer Records

### ❓ Common Question

**Q: Why can't I see HubSpot Custom Properties on some Customers in Dusk FSM?**

**A:** The most common reason is that the Customer has not yet been synchronized with HubSpot. HubSpot Custom Properties only appear on Customer records that are linked to a synchronized HubSpot Contact or Company.

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## Overview

Dusk FSM can display HubSpot Custom Properties directly on Customer records. These properties may include information such as:

* Industry
* Lifecycle Stage
* Customer Segment
* Contract Type
* Service Level
* Account Manager
* Any synchronized HubSpot Custom Property

These fields are only available when the Customer record has been successfully synchronized with HubSpot.

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## How HubSpot Customer Synchronization Works

When HubSpot is connected to Dusk FSM:

* HubSpot Contacts can be synchronized as Customers
* HubSpot Custom Properties become available on synchronized Customer records
* Changes made in HubSpot can be reflected within Dusk FSM
* Customer records remain linked using HubSpot identifiers

If a Customer is not synchronized, HubSpot-specific information will not be displayed.

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## ✅ What You'll See on a Synchronized Customer

If a Customer has been synchronized with HubSpot, you can:

* View HubSpot Custom Properties
* View synchronized Contact information
* Access HubSpot-linked Customer information
* Use synchronized data within Dusk FSM workflows
* Benefit from ongoing synchronization between systems

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## ❌ What You'll See on an Unsynchronized Customer

If a Customer has not been synchronized:

* HubSpot Custom Properties will not be displayed
* HubSpot-specific fields will be hidden
* The Customer remains a Dusk FSM-only record
* No HubSpot relationship exists for that Customer

This behaviour helps prevent confusion and ensures only valid HubSpot data is displayed.

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## How to Synchronize a Customer with HubSpot

1. Open the Customer record in Dusk FSM
2. Confirm the Customer is linked to a synchronized HubSpot Contact
3. Use the HubSpot synchronization options if available
4. Refresh the Customer record once synchronization completes

If synchronization options are not available, contact your Dusk FSM Administrator.

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## Frequently Asked Questions

### Q: Can I see HubSpot fields on a Customer I created directly in Dusk FSM?

**A:** Not automatically. HubSpot Custom Properties only appear when the Customer is linked to a synchronized HubSpot Contact or Company.

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### Q: Why don't I see the HubSpot Refresh button?

**A:** Your security role may not include HubSpot synchronization permissions. Contact your Dusk FSM Administrator for assistance.

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### Q: Can I automatically synchronize all Customers with HubSpot?

**A:** Yes. Administrators can configure automatic synchronization settings through the HubSpot integration settings in Dusk FSM.

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### Q: How can I view multiple HubSpot Contacts from the same Company?

**A:** Each Contact must be synchronized from HubSpot. Contacts remain associated through their shared Company relationship. When creating Work in Dusk FSM, you can select the Customer and then choose the appropriate Contact.

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### Q: What happens if a HubSpot Contact changes companies?

**A:** Dusk FSM supports excluding a Contact from future synchronization while preserving historical Work records. This allows you to retain customer history while synchronizing the Contact's new Company relationship separately.

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### Q: Can field staff create Work in Dusk FSM Field Apps and have it appear in HubSpot?

**A:** Yes. Work created in Dusk FSM Field Apps for Android and iOS can be synchronized back to HubSpot, allowing sales and customer service teams to manage follow-up activities from within HubSpot.

👉 Learn more: [Connect HubSpot to Dusk FSM](https://help.duskmobile.com/article/Integrations/Connect-HubSpot-to-Dusk-FSM)

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### Q: Which Dusk FSM plan includes HubSpot integration?

**A:** HubSpot integration is available on plans that include integrations. Refer to the latest Dusk FSM pricing information for current inclusions and limits.

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### Q: Can I view completed Forms from within HubSpot?

**A:** Yes. Completed Forms can be accessed through links displayed within HubSpot. Due to HubSpot API limitations, files are referenced rather than stored directly within HubSpot.

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### Q: Can dispatching be performed inside HubSpot?

**A:** Yes. The Dusk FSM CRM App Card allows users to create, schedule, assign, and dispatch Work directly from HubSpot Deals and Tickets.

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### Q: How are HubSpot addresses used in Dusk FSM?

**A:** Contact, Deal, and Ticket addresses can be synchronized into Dusk FSM and used for Work creation, scheduling, mapping, and navigation.

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### Q: Does Dusk FSM support HubSpot Custom Properties?

**A:** Yes. Dusk FSM supports HubSpot Custom Properties from Contacts, Deals, and Tickets. These properties can be displayed on Customers and within Dusk FSM Forms. HubSpot fields remain read-only within Dusk FSM.

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### Q: Can HubSpot Deals and Tickets automatically create Work?

**A:** Yes. Dusk FSM can automatically create Work when configured Deal Stages or Ticket Statuses are reached.

Learn more:

* [Automatically Create Field Work from HubSpot Deals in Dusk FSM](https://help.duskmobile.com/article/Integrations/Automatically-Create-Field-Work-from-HubSpot-Deals-in-Dusk-FSM)
* [Automatically Create Field Work from HubSpot Tickets in Dusk FSM](https://help.duskmobile.com/article/Integrations/Automatically-Create-Field-Work-from-HubSpot-Tickets-in-Dusk-FSM)

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### Q: Should I import Customers directly into Dusk FSM or synchronize them from HubSpot?

**A:** Best practice is to synchronize Customers from HubSpot whenever possible. This reduces duplicate records and helps maintain HubSpot as the system of record.

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### Q: Which Contact fields are recommended for synchronization?

**A:** At a minimum, customers should maintain:

* Name
* Email Address
* Phone Number

Additional fields can be synchronized as required.

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## 🔗 Related Articles

* [Access HubSpot Contacts in Dusk FSM](https://help.duskmobile.com/article/Integrations/Access-HubSpot-Contacts-in-Dusk-FSM)
* [How to Use HubSpot Custom Properties on Customers in Dusk FSM](https://help.duskmobile.com/article/Integrations/How-to-Use-HubSpot-Custom-Properties-on-Customers-in-Dusk-FSM)
* [Sync Contacts Products Deals and Tickets Between HubSpot and Dusk FSM](https://help.duskmobile.com/article/Integrations/Sync-Contacts-Products-Deals-and-Tickets-Between-HubSpot-and-Dusk-FSM)
* [Connect HubSpot to Dusk FSM](https://help.duskmobile.com/article/Integrations/Connect-HubSpot-to-Dusk-FSM)
* [HubSpot and Dusk FSM Integration Overview](https://help.duskmobile.com/article/Integrations/HubSpot-and-Dusk-FSM-Integration-Overview)

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Updated on June 06, 2026

Why HubSpot Fields Do Not Appear on Some Customer Records

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