Hi all,
Have Aircall integrated into our HubSpot, we use it to set up tickets in our support pipeline. However it’s a right eye-sore seeing all these tickets with numbers as their ticket names.
Is there are a way to automatically change these somehow?
Thanks in advance!
Hello @dougfairbro, I would like to share this Aircall integrations page with more details about it and also add our top experts @karstenkoehler @StefanWendt any recommendations to @dougfairbro?
Thank you,
Pam
Thanks Pam!
Hi @dougfairbro,
There don’t seem to be any settings for this in the integration (checked my Aircall account and the documentation). If you have access to ticket-based workflows, you could use one to update the ticket name to whatever you want:
Best regards!
Thanks Karsten! I think we might have to simply name them like your example, and then have the reps manually edit the ticket names as they qualify them
Thanks for the help!
Hi everyone! Louis with Aircall’s Partnerships team here. I am working with our Knowledge Base team to create documentation on this as it is somewhat complex, but it is possible to have the Contact names appear as the Ticket names instead of the phone number. For context, Tickets don’t have phone number properties so we chose to put the phone number as the name of each Ticket so that users can leverage the click-to-dial functionality both from inside the Ticket and from the Pipeline view.
Step 1: Create an Active List with the following filters. This will pull in all Aircall Tickets with any status and from the pipeline of your choice.
Step 2: Create 2 custom Ticket properties: Contact Full Name & Contact Phone Number
Step 3: Create a Contact based workflow with all Tickets from the Active List created in Step 1 as the trigger, and set the Contact Full Name custom property value to the associated Contact record’s first and last name (via contact token).
Step 4: Copy the property value from the Contact’s Phone Number property to the custom Ticket property Contact Phone Number (this is so we can keep the phone number on the Ticket Object regardless of the name change)
Step 5: Create a separate Ticket based workflow making every Ticket set the Ticket Name property to the newly created Contact Full Name custom property.
Additionally, we are releasing new features/improvements to our ServiceHub integration very soon. Albeit they won’t be to change the Ticket names, this is on our radar and will hopefully release an option where you can CHOOSE how you want to name your Tickets (phone number, Contact, or Company name).
In the meantime, I hope this helps!
Thank you for sharing @LouisDumortier !
