Submitting this on behalf of one of my clients - this is an essential feature we’re in need of. My client has a long onboarding process that we’ve worked to automate, but several of the automations require that activities (like meetings) get associated to the ticket. Since this is not automatic, it’s causing us to take cumbersome, manual steps.
The team is using a combo of HS meetings links and Calendly, which only put meetings on the contact record. They can’t use the “book a meeting” feature directly on the ticket, they need to do it through a meetings link so the customer can book with them and so they can see their schedle. So unless they remember to go back to the contact record, find the activity, and manually associate it to the ticket, it doesn’t happen and thus the ticket automations don’t work. This is incredibly cumbersome for them.
Additionally, if you’re sending a one off email, you can do that from the ticket and it gets associated to the ticket and contact no problem, but if you’re sending a sequence - even if you send the sequence to the contact FROM the ticket record - it doesn’t associate the email automatically to the ticket. So again, there’s that manual step of remembering to go to the contact and associating the email, otherwise the workflows won’t work.
I’ve tried to think of some work arounds for this but the problem is that contact based workflows only let me do so much with ticket actions and I can’t specify which ticket pipelines these automations are for. So if I build an automation that says “when this email is sent, move the ticket to this stage”. It doesn’t let me say “only move tickets in this pipeline to this stage”, it will move all tickets into that pipeline and into that stage. Meaning, if I have an open support ticket in a support pipeline and an onboarding ticket in my onboarding pipeline, it would move both tickets to stage x in my onboarding pipeline, which is not ideal.
My less desireble solution request would be to make contact based workflows more robust and instead of applying actions to all associated tickets, let me filter down associated tickets in a specific pipeline/specific stage.
My goal solution would be having a setting I could adjust that would automatically associate contact activities to associated tickets, I don’t know why it works for companies and deals automatically but not tickets, seems like it should be a switch I could toggle on or off. Taking it a step further, it would be great if I could adjust this setting depending on each ticket/deal pipeline. So Pipeline x doesn’t associate contact activities with the associated ticket, but pipeline y does for example.
Also linking another idea I found that is similar with fewer upvotes - https://community.hubspot.com/t5/HubSpot-Ideas/Associate-Contact-Activity-with-Tickets/idi-p/416735
Would be happy to provide additional context/feedback and even beta test any MVPs you all build - again this is HIGHLY needed!