topic Re: Ticket pipeline workflow help in Tickets & Conversations

Ticket pipeline workflow help

MKorsgaard — Mon, 21 Oct 2024 11:57:17 GMT

Greetings hubspotters,

I am in the process of creating a workflow for a ticket pipeline. I want to set up the following:

A ticket is automatically moved to another stage when a property is set to A SPECIFIC value. How can this be done? Please provide an example.

Additionally, I want to create an automatic calculation of a stage and a task after a specific date set on the ticket (fx 'end of contract' date). How can this be done?

Re: Ticket pipeline workflow help

karstenkoehler — Mon, 21 Oct 2024 12:11:05 GMT

Hi @MKorsgaard,

Happy to help here! Here's what you would do:

Create a workflow in the workflows tool (not pipeline automation) https://knowledge.hubspot.com/workflows/create-workflows
Enroll tickets based on 'Set up triggers' > 'When filter criteria is met' > 'Ticket properties' and find your property there
As the only action of your workflow, use the 'Set property value' workflow action to update 'Ticket pipeline and status'

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

Re: Ticket pipeline workflow help

MKorsgaard — Tue, 22 Oct 2024 07:35:41 GMT

THank you for your reply.

Does this looks correct then? Or should the "group 1 include both YEs/No?"

Re: Ticket pipeline workflow help

MKorsgaard — Tue, 22 Oct 2024 07:59:53 GMT

And why doesnt it move to the next stage (winback opportunity) when the property is set to "yes"? (TEST3)

Re: Ticket pipeline workflow help

karstenkoehler — Tue, 22 Oct 2024 08:19:09 GMT

@MKorsgaard this workflow wouldn't be doing anything, no. It would look for tickets where "Winback opportunity" is yes, then proceed to update "Winback opportunity" to yes. It's redundant. Please re-review my screenshot from earlier, if you want to update the pipeline status, you need to update "Ticket pipeline and status".

Whether you want to include yes/no depends on what you want to happen. Do you only want to move tickets where winback opportunity is yes? Or do you want to move tickets where winback opporunity is yes or no?

Re: Ticket pipeline workflow help

karstenkoehler — Tue, 22 Oct 2024 08:23:18 GMT

@MKorsgaard the ticket isn't moving because your second column is a "Ticket pipeline and status", it's not the ticket property "Winback opportunity". In your workflow, you're updating the "Winback opportunity" field – which is redundant, see my previous reply. You need to update the "Ticket pipeline and status", as shown in my earlier screenshot.

Also, please be careful when setting live workflows that you're not sure if they're set up correctly. Give me 30 seconds and I can run an entire HubSpot account into the ground using workflows. They're a very powerful tool and many actions executed by workflows cannot be easily reversed. There is no back button.

Re: Ticket pipeline workflow help

MKorsgaard — Tue, 22 Oct 2024 10:25:02 GMT

Hi again,

Ok thank you for your answer. I am still working on the pipeline and have followed your workflow, but it still acting a bit weird (or perhaps i am a dummy :D)

So, what I want exactly is to create a workflow in the Churn Pipeline, where:

When a ticket in the stage "Termination received" gets a winback opportunity (property) that’s set to YES, the ticket automatically moves to the stage "Winback opportunity" with a task to a specific user/ticket owner (i.e ME).
If the ticket property is set to NO in the winback opportunity (property), the ticket moves to the ticket stage "Termination confirmed" with a task to ticket owner to inform Finance
“Awaiting Deletion” should have a task to the ticket owner to inform the customer of the upcoming closing (30 days BEFORE Termination date, how do I set this?)
When a ticket hits the “Termination date” a task should be made for the ticket owner to DELETE the customer account based on the “Termination date property”.

How do I set this up, and could you provide an example?

Re: Ticket pipeline workflow help

karstenkoehler — Tue, 22 Oct 2024 10:34:21 GMT

@MKorsgaard here's what you would do then:

So, what I want exactly is to create a workflow in the Churn Pipeline, where:

When a ticket in the stage "Termination received" gets a winback opportunity (property) that’s set to YES, the ticket automatically moves to the stage "Winback opportunity" with a task to a specific user/ticket owner (i.e ME).

If the ticket property is set to NO in the winback opportunity (property), the ticket moves to the ticket stage "Termination confirmed" with a task to ticket owner to inform Finance

Enroll tickets when 'Winback opportunity is known AND Ticket status and pipeline is any of Termination received'
As a next action, add an and/or branch, add a filter and specify 'Winback opportunity is any of Yes' (no need to specify any further branch criteria
In the left branch, use the 'Set property value' workflow action to update the property 'Ticket pipeline and status' to 'Winback opportunity', after that, add the action 'Create task' and assign it to yourself
In the right branch, use the 'Set property value' workflow action to update the property 'Ticket pipeline and status' to 'Termination confirmed', after that, add the action 'Create task' and set it up for finance

“Awaiting Deletion” should have a task to the ticket owner to inform the customer of the upcoming closing (30 days BEFORE Termination date, how do I set this?)

This would be a separate workflow that enrolls tickets when "Ticket pipeline and status is any of Awaiting Deletion AND Termination date is less than 30 days from now", then add an action for an automated marketing email.

When a ticket hits the “Termination date” a task should be made for the ticket owner to DELETE the customer account based on the “Termination date property”.

This could be added to the previous workflows, simply add a 30 day delay after the automated email to the customer, then an action "Create task" for the ticket owner.

If you're getting stuck at a specific point, please let me know where and share a screenshot 🙂

Re: Ticket pipeline workflow help

MKorsgaard — Tue, 22 Oct 2024 12:13:12 GMT

Hey again.

Does this looks correct? From the above guideline?

Re: Ticket pipeline workflow help

MKorsgaard — Tue, 22 Oct 2024 12:38:55 GMT

And could I do this or is it better to do an actual workflow?

Re: Ticket pipeline workflow help

karstenkoehler — Tue, 22 Oct 2024 14:31:13 GMT

@MKorsgaard unfortunately no, it doesn't. Have you reviewed my instructions step by step? The first discrepancy is that you're enrolling based on "Winback opportunity is any of Yes" when I wrote that enrollment should be based on "Winback opportunity is known AND Ticket status and pipeline is any of Termination received".

Re: Ticket pipeline workflow help

karstenkoehler — Tue, 22 Oct 2024 14:37:34 GMT

@MKorsgaard you need to set up a dedicated workflow to follow my instructions, e.g. the enrollment criteria "Ticket pipeline and status is any of Awaiting Deletion AND Termination date is less than 30 days from now". You can only specify that in a standalone ticket-based workflow.

Re: Ticket pipeline workflow help

MKorsgaard — Wed, 23 Oct 2024 05:02:47 GMT

Thanks for specify and make it clear.
Hope this is correct then?

Re: Ticket pipeline workflow help

karstenkoehler — Wed, 23 Oct 2024 05:26:00 GMT

@MKorsgaard it is 🙂

Re: Ticket pipeline workflow help

MKorsgaard — Wed, 23 Oct 2024 11:15:28 GMT

Thank you so much Karsten!

A last thing - could this be a possible workaround for the "other" workflow?

I am not working with marketing emails etc but only from customer support. Therefore I cannot atm make a marketing email.

In "awaiting deletion" the ticket should generate a task to ticket owner to reach out to the customer 30 days BEFORE termination date (property) and after 30 days the ticket should move to DELETE now 2 day AFTER termination date.

Re: Ticket pipeline workflow help

karstenkoehler — Thu, 24 Oct 2024 04:09:47 GMT

@MKorsgaard happy to help – if you found my previous answers helpful, please mark them as accepted solutions, I'd appreciate it!

Could you specify which one is the 'other' workflow?

In your screenshot, again, please make sure you're following my steps exactly. In my steps, I mentioned that the Termination date is less than 30 days from now, you set it to 30 days ago.

The steps in the workflow would have to be as follows:

'Create task' that termination date is in 30 days
Add delay for 30 days
'Create task' that customer account should be deleted
Add delay for 2 days
Use 'Set property value' to update 'Ticket pipeline and status' to 'Delete'

Re: Ticket pipeline workflow help

MKorsgaard — Thu, 24 Oct 2024 08:57:41 GMT

Hi Karsten,

How does this look?

As previously mentioned, I want the ticket in "Awaiting Deletion" to create a task for the ticket owner 30 days BEFORE the termination date. The ticket should then automatically move to the "Delete Now" stage in the churn pipeline the day AFTER the termination date and create a task for the ticket owner to delete the account 1-2 days after the termination date.

Re: Ticket pipeline workflow help

karstenkoehler — Thu, 24 Oct 2024 09:00:22 GMT

@MKorsgaard looks good now!

If you could take a moment to go back in this thread and accept those answers as solutions that you found helpful, I'd appreciate it. It helps others find this content, too!

Re: Ticket pipeline workflow help

MKorsgaard — Fri, 25 Oct 2024 10:58:53 GMT

Hi Karsten,

Can you please look at this workflow and see if it also match the above mentioned criteria?

Thanks, I really appreciate your time and help.

Re: Ticket pipeline workflow help

karstenkoehler — Fri, 25 Oct 2024 11:02:35 GMT

@MKorsgaard why the change from the previous configuration here? https://community.hubspot.com/t5/Tickets-Conversations/Ticket-pipeline-workflow-help/m-p/1059669/highlight/true#M7505

If you want to keep this new configuration, you would have to make sure that the "Go to action" actions point to 4 and 7, not 3 and 6.

Could you please review my previous answers in the thread and accept them as accepted solutions?

Happy to continue helping.