topic Automatic association to Contact by phone in Tickets & Conversations

Automatic association to Contact by phone

TShma — Thu, 09 Feb 2023 10:39:20 GMT

We use form-submission to automatically create tickets and thus associate them with the relevant contact. Yet, we create the forms in the background (API) and not a logged-in user submits it. What Hubspot does automatically, is associating the Ticket with Contact with the same email as the in the form (the form field is set as Contact.Email). What Hubspot does NOT do, is associating the Ticket with Contact by phone if an email is missing.
Now, on rare occasions we do see automatic association by phone - and suppose it is possible, what is the criteria?
Is there a way to set Hubspot to use phone number to associate Contacts with the same phone?

Re: Automatic association to Contact by phone

kvlschaefer — Fri, 10 Feb 2023 08:33:17 GMT

Hi @TShma,

Thank you for reaching out to the Community!

Are you looking to see if it's possible to associate contacts by their phone number property, in addition to de-duplicating them natively in HubSpot or via API? Could you please share an example screenshot of this automatic association by phone?

Thank you!

Best,

Kristen

Re: Automatic association to Contact by phone

TShma — Sun, 12 Feb 2023 13:31:09 GMT

Hi Kristen,

Yes, we're looking for a way to associate new tickets - automaticallly - to relevant contact with the same phone number (and not manually, via API, which we know how to do) .
I cannot share an example screenshot as it's customers' data, and if I knew how to reproduce it to create a fake one, I wouldn't have to ask this question 🙂

Re: Automatic association to Contact by phone

kvlschaefer — Mon, 13 Feb 2023 09:27:32 GMT

Hi @TShma,

Thank you for the additional details 🙂

This is currently not a native feature within HubSpot. It would be very handy though 😄

I would highly recommend you to please post this product suggestion at our ideas forum.

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

Thank you,

Kristen