I have a support form in our support portal, and i want to be able to create a workflow, where when a ticket goes to a specific stage, we send the information to clickup.
But when i look at the ticket options, i dont have access to the associated contact or company.
Then i thought i could create a workflow to pull the contact name and the contacts company name, and add them to custom ticket fields, but i cant even do that.
is there an easier way to do this?
Hi @mohamedhamad,
Can you please explain in a bit more detail what you’re trying to achieve, HubSpot features aside?
@mohamedhamad wrote:
But when i look at the ticket options, i dont have access to the associated contact or company.
Do you mean that you’re not able to reference personalization tokens from contacts or companies? That’s correct. If you want to do this, you need to set up a contact-based or company-based workflow. Details again depend on what exactly you’re trying to accomplish.
@mohamedhamad wrote:
Then i thought i could create a workflow to pull the contact name and the contacts company name, and add them to custom ticket fields, but i cant even do that.
This is possible, again, via a contact-based workflow or a company-based workflow. When you want to copy something, the object of origin must be the object your workflow is based on. For example, if you want to copy from contact to deal, your workflow must be a contact workflow.
Best regards!
so the workflow I’d love to get going is this.
1. Customer fills out a support form, which includes email, first/last name, ticket category, ticket name, ticket description
2. When the ticket is moved to a specific stage, a workflow sends that ticket to our PM tool (ClickUp), and it would include all the details in the ticket, including email, first/last name, etc
right now, the issue that I’m having is that, within a ticket based automation, i cant access the contact details, which is very frustrating, coz it feels like i should be able to.
from what I’m understanding, i have to
1. Contact based workflow - copy the contact name/company name to custom contact/company fields
2. Use those fields in my ticket based workflow.
- feels very unintuitive
Hi @mohamedhamad,
If you want to have both ticket and contact information in the ClickUp workflow action, then that’s correct:
@mohamedhamad wrote:
from what I’m understanding, i have to
1. Contact based workflow - copy the contact name/company name to custom contact/company fields
2. Use those fields in my ticket based workflow.
- feels very unintuitive
This is currently the way to go.
@karstenkoehler the question now is how do i know what ticket to copy informtion to from the workflow, if based on a contact based workflow. coz i want to trigger it from an event, or a form submission. Its not really clear how i can do this from a contact workflow
My issue right now, and I’m working with a hubspot support person, I can’t get the contact info to copy over to the ticket custom fields. Gives me an error saying there is no association but the ticket has a primary contact and company. This is very confusing. The clickup part is easy. Getting the information to the ticket from the contact is proving to be quite the challenge