Change or add Associated Contact to a Ticket

Service Hub Tickets & Conversations
1

We receive automated emails into our Support Portal that can generate a ticket for a customer. For example:

noreply@customer.com

In this instance, any automated emails are sent to an email address that no one is monitoring. As the Contact is associated to the ticket, as well as the Company is associated based on email domain, I’d like the ability to automate changing which Contact is assigned and/or adding an additional Contact to the Ticket so that the additional Contact can receive emails and other communication related to the Ticket.

So…

generic email is sent --> ticket is created --> contact added/changed to “real” contact --> future communication to added/changed contact.

Is this possible?

Thanks,

2

Hi, @MLandow13 ,

I’d be interested in exploring how we can make this work. As we’re talking about automating the process, could you please tell me how would the system know which contact to add or replace with? Would there be a property indicating that this is the contact to communicate with or would there be another way?

Thanks,

Eli

3

Hi Eli,

As we are a small operation at the moment, the quickest route for me would be to just know which Contact to automaticaly add/replace onto the ticket. I could create a workflow that would use several if/then branches, and add/replace the automated contact with the Contact record I want.

Longer term, I would envision possibly to custom properties on a Contact record:

  • flag to indicate the Contact is an automated Contact, since all the automated emails get created as a Contact in the system.
  • flag to indicate the Contact is the primary support Contact for a Company. Ideally this would be set to be restricted to one Contact per Company.

With those two flags, theoretically, I should be able to create a workflow along the lines of :

“if ticket is created by an automated contact, add/replcae with the primary support contact for the company associated, otherwise use the contact that created the ticket.”

For any new Contacts that get created by an automated email address, we’d need to manually assign the first flag, but that wouldn’t be very often.

Thanks,

Mike

4

Hi Eli,

We have the same issue. In our case, the people we want associated with the ticket are recipinets of the original email (To: or CC: fields)

In our case, we send an automated email reminder to renew a service. So, the email is from “renewals@domain.com” - We bcc that sender email (renewals@) so that it goes into a segregated Hubspot inbox (so the team can then manage communications). In the original email, let’s say joe@customer.com is the recipient of the email and accounting@customer.com is copied.

Our inbox is setup to create a ticket when a new message arrives.

Currently, the inbox gets the email, but creates the ticket and assigns the contact to “renewals@domain.com.” We hav to now manually go into the ticket and update the associations, which is very manual. You need to review the email that is included in the ticket, find the contacts, then manually associate the customer contacts (joe and accounting), then remove domain.com, then add the company name.

We have hundreds of these coming in monthly and it becomes a really chore to update them all.

My ideal state is that the email is sent and the ticket is created with all of the people copied as contacts, and the domains that are used for those contacts are added as companies associated with the tickets.

Any ideas?