topic Re: Automation of tickets in Tickets & Conversations

Automation of tickets

VAmaya003 — Tue, 15 Aug 2023 14:21:44 GMT

We have created an onboarding pipeline, when a customer books their onboarding meeting, is it possible to create a workflow that moves the ticket to our "onboarding meeting booked" bucket. We have tasks that need to be assigned once the ticket moves there. We have found that manually moving creates unneeded urgency to finish the tasks.

Re: Automation of tickets

TomM2 — Tue, 15 Aug 2023 14:55:24 GMT

Hey @VAmaya003 you can indeed, if you create a ticket based workflow you can set an enrollment criteria of the meeting being booked. You can then set the action as "set property value" the property would be "ticket pipeline and status". In here you can set the value to your "onboarding meeting booked' status to automatically update it whenever someone books a meeting.

Re: Automation of tickets

karstenkoehler — Tue, 15 Aug 2023 14:55:48 GMT

Hi @VAmaya003,

Yes, this can be achieved with ticket-based workflows: https://knowledge.hubspot.com/workflows/create-workflows

Under Menu > Automation > Workflows, create a ticket-based workflow. If you want a booked meeting to move the ticket to another stage, it could look like this:

In the enrollment criteria, you can specify the meeting. The action (Set property value) can then be used to move the meeting to a specific status.

You can also use the Create task workflow action to create tasks:

Let me know if you have any follow-up questions!

Re: Automation of tickets

VAmaya003 — Tue, 22 Aug 2023 13:18:44 GMT

Thank you! The ticket based workflow worked on a sample ticket. Im having issue as the meeting gets recognized in the ticket in my sample but in real life the meeting was being recognized at the company level. I attempted something similar in a company based ticket but it didnt take.

Re: Automation of tickets

BérangèreL — Wed, 23 Aug 2023 10:04:23 GMT

Hi @VAmaya003,

Thank you for reaching out to the Community!

Thank you for your help on this @karstenkoehler and @TomM2 🙂

I understand that the meeting is actually logged on the Company record, is that right?

So, when you tried with a company based workflow what exactly happened?
What was the error you were getting?
What was not working, please?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Thanks and have a lovely day!

Best,
Bérangère

Re: Automation of tickets

VAmaya003 — Thu, 24 Aug 2023 16:20:03 GMT

Thanks for your feedback. It makes a ton of sense.

Here is what i designed:

When I test the ticket that I want to affect it says does not enroll

Re: Automation of tickets

BérangèreL — Fri, 25 Aug 2023 10:02:02 GMT

Hi @VAmaya003,

Thank you for the additional information and the screenshot!

Have you checked that the meeting associated with the company has the right description ? And have you looked at the pipeline and status of the associated ticket?
It may also be that there are several tickets associated and that the one that doesn't enroll doesn't actually meet the criteria.

Since the ticket doesn't enroll in the workflow, I'd like to share this article "Troubleshoot workflow enrollment issues" that might help you!

If you are still running into this issue, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription, and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

Thanks and have a great day!

Best,
Bérangère