topic Re: Copy Ticket owner to a new field in Tips, Tricks & Best Practices

Copy Ticket owner to a new field

TGibs02 — Tue, 29 Oct 2024 21:03:13 GMT

Hello,

Is there a way to copy the Owner of the ticket value to a new field?

Here is the scenario

Sales User A submits a ticket and is the owner of the ticket.

Support User A assignes the ticket to themselves as the owner so they can begin working on it (they do this so they are able to see which tickets are in their pipeline of work and also to remove the ability for Sales User A to make any changes to it)

When the ticket is closed, we want to send an internal email via workflow to Sales User A (the requester) but we have lost visability of who that is (except by looking at the created by user ID but you can't send an email based on that property).

So I would like to create an additional HubSpot user property called Ticket requester and set it to be the original requester Sales User A.

That way I can send my ticket closed email to the Ticker Requester property.

But I'm struggeling to find a way to copy the Ticket owner information into this new field.

Any thoughts?

Re: Copy Ticket owner to a new field

karstenkoehler — Tue, 29 Oct 2024 21:09:11 GMT

Hi @TGibs02,

This can be done with the "Copy property value" workflow action in a ticket-based workflow. You'd enroll tickets based on 'When filter criteria is met' and when Ticket owner is known AND Ticket requester is unknown, then use the copy property value workflow action to copy the value from Ticket owner to Ticket requester 🙂

Best regards!

Re: Copy Ticket owner to a new field

MadisonMoniz — Tue, 29 Oct 2024 21:14:01 GMT

Ooh ooh! I have thoughts @TGibs02 !

Can you use the HubSpot workflows action to 'Copy Property Value'? Here you would be able to select 'Ticket Owner' as the initial field, to copy to the new owner field, 'Ticket Owner 2' for example.

Check it out in this quick sample screenshot.

---------------------------------------------

If you found this reply helpful, please consider marking it as a solution so others can easily find it too. Cheers!

Re: Copy Ticket owner to a new field

TGibs02 — Tue, 29 Oct 2024 21:37:42 GMT

Thanks @karstenkoehler & @MadisonMoniz I thought I was going mad I knew I had see a Copy property value action before but for some reason it's not appearing in our development environment, I only have Edit property and it dosent work the same.

But looking in our Production environment we have it so YAY!

Really appreicate you both jumping in on this so quickly.