topic Re: How to STOP auto association of companies via contacts to a ticket in Tickets & Conversations

How to STOP auto association of companies via contacts to a ticket

NCorsi — Thu, 17 Nov 2022 14:26:25 GMT

The scenario is, we have Deal X. It has one Company association, Company A. It has two Contact associations, Jane Doe (Company A) and John Doe (Company B). We have a workflow that when the Deal X is Closed Won, it creates a ticket.

We have Company and Contact associations turned on in the workflow.

When Hubspot creates this ticket is associates Company A (good), Jane Doe (good) and John Doe (good). BUT... it also associates Company B (bad) because John Doe's primary company is Company B.

This happens via the workflow AND when manually creating a ticket, so it does not appear to be something we can change in flow.

Is there anyway to prevent this from happening and truly only taking the associations from the Deal or the ones manually added and NOT associating Company B? How can we write a custom code to prevent Hubspot from making this association?

Re: How to STOP auto association of companies via contacts to a ticket

PamCotton — Fri, 18 Nov 2022 15:10:20 GMT

Hello @NCorsi, Happy Friday!

I want to add our top experts to this conversation @benesch_e @Josh @PeterC any recommendations for @NCorsi matter?

Thank you,

Pam

Re: How to STOP auto association of companies via contacts to a ticket

hvmish — Thu, 20 Jul 2023 12:30:39 GMT

We have this same issue... I see that no one has provided a response, have you been able to resolve it? Would be keen to know if resolved!

Re: How to STOP auto association of companies via contacts to a ticket

BérangèreL — Thu, 20 Jul 2023 16:55:00 GMT

Hi @hvmish,

Thank you for sharing your valuable feedback!

I understand that uncorrect associations between tickets and companies can be frustrating.

I'd like to share these articles that might help you:

- Associate records
- Associate activities with records

In order to better help, we would need to see the workflow and if activities (like emails) are included in the process.

So, 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.

Thank you,
Bérangère

Re: How to STOP auto association of companies via contacts to a ticket

hubmetropolis — Mon, 16 Oct 2023 16:53:19 GMT

Did you find any solution to this?

Re: How to STOP auto association of companies via contacts to a ticket

NCorsi — Mon, 16 Oct 2023 18:38:19 GMT

No, sorry, no solutions or suggestions.

Re: How to STOP auto association of companies via contacts to a ticket

NCorsi — Mon, 16 Oct 2023 18:39:20 GMT

No, I have heard nothing back from Hubspot or third party reps either.

Re: How to STOP auto association of companies via contacts to a ticket

BérangèreL — Tue, 17 Oct 2023 12:28:32 GMT

Hi @NCorsi and all, I hope that you are well!

Did you reach out to the Support Team about this, please?
Support will be your best point of contact for this since they will be able to provide real-time assistance for this matter, and you will be able to share screenshots and further information about this.

I'd like to ask our experts to join this conversation: Hi @HubDoPete, @Shadab_Khan and @Josh, do you have suggestions to help @NCorsi in this specific use case, please?

Thank you and have a wonderful day!

Best,
Bérangère

Re: How to STOP auto association of companies via contacts to a ticket

Shadab_Khan — Tue, 17 Oct 2023 12:35:20 GMT

Thanks @BérangèreL , Let me try and take a shot

Hi @NCorsi,

Technically, if you have this WF action setup like the only the directly associated company A to your Won deal should get associated with the ticket and not Company B

If this is still there, I recommend connecting with support to see if this is the intended behavior or an error

Stay Awesome & Keep Doing it BIG 🔥

Re: How to STOP auto association of companies via contacts to a ticket

hubmetropolis — Thu, 09 Nov 2023 19:48:31 GMT

Support has confirmed that this is intended behaviour. Ouch.

Re: How to STOP auto association of companies via contacts to a ticket

hvmish — Thu, 09 Nov 2023 23:41:53 GMT

Yeah, I got that same response from them... It is so illogical and causes significant workflow pain...

This was their response to me...