topic Create workflow to update the Ticket status for Associated Tickets in Tickets & Conversations

Create workflow to update the Ticket status for Associated Tickets

TClasquin — Tue, 01 Apr 2025 16:24:44 GMT

We use workflows to generate associated tickets that are assigned to different users. Each user completes their assignments for the tickets independently. I would like to create a workflow that automatically moves all of the associated tickets to closed once each ticket has reached the previous stage on the pipeline. Has anyone created something like this and if so would you be willing to share?

Re: Create workflow to update the Ticket status for Associated Tickets

TomM2 — Tue, 01 Apr 2025 16:48:15 GMT

Hey @TClasquin you just need to use the "edit record" action on your workflow to automatically update the ticket status, it would just be something like this:

Then you can use whatever enrollment trigger you wish to trigger this!

Re: Create workflow to update the Ticket status for Associated Tickets

karstenkoehler — Tue, 01 Apr 2025 16:51:03 GMT

Hi @TClasquin,

I would approach this with calculation properties that check how many of the associated tickets are in each ticket status. You would have to create one roll up property for each status: number of associated tickets in status 1, 2, 3 and so on: https://knowledge.hubspot.com/properties/create-calculation-properties

You can then create a workflow that moves a ticket to closed if calculation property for the last status before closed is greater than 0 and the values for all previous statuses are 0.

You can then use 'Edit record' to move the enrolled ticket to closed.

Best regards!

Re: Create workflow to update the Ticket status for Associated Tickets

FFriderich — Thu, 24 Apr 2025 08:15:08 GMT

I would use task instead of tickets, for each subtask you need to assign to differetent user.

If your number of assignees is known and fixed, then create a new ticket property of type "user" called let's say "subtask assignee) for each of them.

Then you need these workflows:
- a workflow, triggered on ticket creation event, to set these fields to the proper user

- a workflow triggered on change of any of the ticket properties "subtask assignee" to create the tasks

- a workflow, triggered on ticket stage, to update/close the associated task.