Customer: Arrow Security
Related Support Ticket: TKT-209359
Integration: HubSpot CRM
Summary of Request:
Arrow Security is requesting an enhancement to the HubSpot integration that allows the Deal Owner Name to be mapped into Responsive as a readable, human-friendly value rather than the internal HubSpot user ID. Currently, when mapping the HubSpot Deal Owner field into a Responsive custom field, Responsive ingests the internal HubSpot user ID (for example, a numeric or system-generated identifier) instead of the actual Deal Owner name. This results in confusing, non-usable values appearing in Responsive projects and custom fields.
Problem Statement:
HubSpot exposes user-type properties in a way that passes internal IDs through the integration. Responsive stores and displays that internal value rather than resolving it to the corresponding user’s display name. This creates a poor user experience for customers who rely on Deal Owner visibility within Responsive for ownership, accountability, and downstream reporting. Customers are forced into workarounds such as creating additional HubSpot workflows and text-based custom properties to copy the owner’s name, which adds unnecessary complexity and maintenance overhead.
Requested Enhancement:
Allow Responsive’s HubSpot integration to support mapping the Deal Owner Name as a resolved, human-readable label instead of the internal user ID. Ideally, Responsive would automatically translate HubSpot user-type fields into their display names when syncing data, or provide an explicit option during field mapping to choose between internal ID and display name.
Customer Impact:
This limitation affects data clarity and trust in CRM-driven workflows inside Responsive. Arrow Security specifically highlighted that Deal Owner is a critical field used in projects and reporting, and the current behavior makes the field effectively unusable without manual HubSpot configuration. Improving this would reduce customer friction, eliminate fragile workarounds, and improve the perceived quality and depth of the HubSpot integration.
Proposed Value:
Enhancing this behavior would benefit any customer using HubSpot user-based fields (Deal Owner, Account Owner, etc.), not just Arrow Security. It strengthens Responsive’s CRM integration story, improves data accuracy and readability, and aligns Responsive’s behavior with customer expectations for CRM-driven metadata.
Reference:
This request is based on extensive troubleshooting and confirmation from Support and Engineering documented in support ticket TKT-209359, including confirmation that this is a known limitation of how HubSpot user-type properties are currently handled
