Connect Insightly CRM with Your Ticketing System

SupportBee's Insightly integration connects your ticketing system with Insightly CRM. Every time a customer emails your support team, SupportBee automatically looks up their profile in Insightly and shows their contact details right inside the ticket. You can also send tickets to Insightly as tasks - linked to projects and opportunities - with a single click.

Why You Need a Ticketing System with Insightly

Insightly is a CRM built for managing sales, contacts, and projects - not customer support. It has no shared inbox, no collision detection, no SLA tracking, and no email-to-ticket workflow. Teams that try to manage support requests inside Insightly lose track of conversations, miss follow-ups, and end up with a CRM cluttered with unstructured support emails.

A dedicated ticketing system like SupportBee handles the customer support workflow: converting emails into trackable tickets, assigning them to agents, and managing resolution through a ticket management pipeline. The Insightly integration bridges the gap - support agents see CRM context without leaving the help desk, tasks flow into Insightly projects, and your CRM stays updated without manual data entry.

Here is when this matters most:

• A customer emails about an issue, and the agent instantly sees their Insightly contact profile and linked opportunities
• A support ticket needs follow-up from another team, so the agent creates an Insightly task linked to the right project
• A new contact emails support for the first time, and Insightly automatically gets a new contact record
• Your sales and project teams stay informed about support interactions without needing access to the help desk

How the Insightly CRM Integration Works

The integration has two parts: automatic contact sync and manual task creation.

Automatic contact sync runs on every new ticket. When a customer emails your support team, SupportBee checks Insightly for a matching contact. If one exists, a comment is posted on the ticket with the contact's profile and a direct link to Insightly. If no match is found, the integration can create a new contact automatically.

Task creation lets agents send tickets to Insightly as tasks. Click "Send to Insightly" on any ticket and choose:

• Project - assign the task to a specific Insightly project
• Opportunity - attach the task to an existing sales opportunity
• Assignee and reporter - select the responsible Insightly users
• Priority and status - set task priority (Low, Medium, High) and status

The task includes the full ticket context - the customer's message, attachments, and a link back to the original ticket in SupportBee.

Setting Up the Insightly Integration

Connecting SupportBee with Insightly takes about two minutes:

1. Go to Admin - Integrations in SupportBee
2. Search for Insightly and click Add to My SupportBee
3. Enter your Insightly API Key (found in Insightly under User Settings)
4. Enter your Insightly subdomain (e.g., if your URL is https://example.insight.ly/, enter example)
5. Choose whether to create new contacts in Insightly for unknown customers

No webhooks to configure. Once connected, the contact sync runs on every new ticket automatically, and the "Send to Insightly" action is available on every ticket.

What Your Agents See

Once the integration is active, your support workflow gets CRM context plus task creation:

1. A customer sends an email to your support address
2. SupportBee creates a ticket and assigns it through your normal workflow
3. The integration automatically checks Insightly for the customer's contact profile
4. A comment appears on the ticket with the customer's Insightly details and a direct link
5. If the ticket needs action from another team, the agent clicks Apps - Send to Insightly to create a task linked to the right project

Support agents answer questions faster with CRM context, and project teams get structured tasks from support - all from the ticket view in your team inbox.

Who Uses SupportBee with Insightly

This integration works well for teams where sales, support, and project management need shared customer context:

• Small businesses that use Insightly for CRM and project management but need a proper email ticketing system for customer-facing support
• Sales and support teams that want their CRM updated with support interactions automatically
• Project teams that need structured tasks from customer emails linked to Insightly projects and opportunities
• Account managers where knowing a customer's sales history and open opportunities helps prioritize support responses

SupportBee starts at $17/user/month and includes the Insightly integration on all plans. Pair it with other integrations like Slack, Pipedrive, or Trello to build a complete support workflow.