As we onboard larger and larger clients, we run into issues where their organizational structure may have specific approvers that our support/helpdesk teams need to be aware of when they work on a ticket. However, right now the best and only solution I’ve found native to HubSpot is to add notes to a company record and pin them - but this is reliant on the pinned note not being replaced by other OUs in my company, which is often not the case, and is also reliant on the support agent checking the company record, which is a major process shift and time drain when the VAST majority of accounts (more than 99%) will not need special instructions. I need a way to pop up an alert such that, when a user opens a ticket record that has a company object with , it will provide them that special alert’s data. I also need this to occur on tickets where primary company is updated, in the event that the new primary company has a non-nil value.
Is there a native way to address this? I can’t think of one, and this is an increasingly crucial function because even though it would only be applicable to a small percentage of our clients, these are the largest organizations we’re providing service to and thus are an outsize revenue share relative to their account percentage.