topic Re: Inbox Tickets to show up in Deals in Tickets & Conversations

Inbox Tickets to show up in Deals

SSabio — Fri, 26 Jul 2024 16:33:29 GMT

Hello,

I was wondering if there is a way to have the inbox tickets to show up on the contact's associated deals?

Re: Inbox Tickets to show up in Deals

BérangèreL — Mon, 29 Jul 2024 08:20:40 GMT

Hi @SSabio and welcome to the Community! 🎉
It's so nice to see you here! ❤️

Great question, thanks for asking the Community!

I understand that you'd like to have the ticket (email that comes in to the conversation inbox) associated to the deals of the contact. Please let me know if that's not the case.

I'd like to invite a couple of subject matter experts to this conversation: Hi @danmoyle, @HubSpot_Corey and @beeginman do you have suggestions to help @SSabio, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much and have a brilliant day!

Best,
Bérangère

Re: Inbox Tickets to show up in Deals

danmoyle — Mon, 29 Jul 2024 12:50:21 GMT

Hey there @SSabio. In the contact record, on the right side of the screen, is the "associated objects" panel. You can customize that panel in settings to include the cards you want in the order you need. That includes tickets showing up in a deal record, so I'd say yes that should be possible pretty easily for you.

Re: Inbox Tickets to show up in Deals

SSabio — Mon, 29 Jul 2024 15:13:10 GMT

Good morning,

Apologies I wasn't super clear when I posted this. I meant that when a ticket comes in through conversation inbox, is there a way from that view that I can associate the ticket with the contact's deal? I have it set up that any email that goes to this conversation inbox gets turned to a ticket right away and is associated to the contact. Some of our contacts have multiple deals with us and if they send a email with a concern/question regarding a specific deal I would like to be able to associate the ticket to that deal right away without having to go to Deals > Select Deal > Associate Ticket Manually.

Thank you!

Re: Inbox Tickets to show up in Deals

danmoyle — Mon, 29 Jul 2024 15:24:44 GMT

@SSabio thanks for the details and clarification.

If your clients might have multiple deals, how will you know which deal the ticket should associate to? That's my first thought.

With that said, it may not be entirely built via automation, but maybe through procedures and workflows. For insatnce, in the inbox with the ticket, could you have a custom property that, when filled out, connects it to an open deal? Perhaps.

I think it's more than a simple community answer to be honest. It might be more of a longer conversation with someone who's built something similar. I think as you build a solution, you'll find some additional questions along the way.