Make all phone numbers from associated custom objects callable from the record

HubSpot Ideas
1

We have clients that have a company record with multiple “sites” under them since we work with individual facilities for installs and support. We made sites as a custom object since having thousands of sub-companies was not appropriate.

Our tickets are often associated to a single site within a company. In order to work a ticket, we have to call that site directly. When we use the “make a call” feature from the ticket, it does not bring in the site’s phone numbers, even though it is a proper “phone number” type property and the site is associated to the ticket. Would love to see that available.

Having feature would more helpful than just having contact and company numbers available as turnover for contacts can be high/less reliable. It would really expedite our process and fool-proof our workflow. From the uneducated outside it seems like a simple fix to do… please consider this upgrade! Thanks!

2

I’d keep Site as the custom object. Thousands of sites as child companies just to make calling work would create a worse data-model problem.

As a workaround I’d add something like “Site phone for this ticket” on the ticket and populate it whenever the Site association is set or changed. That can be done from the associated Site record through workflow/custom code depending on your Hubspot tier

The important bit is to treat it as a derived value not another source of truth. Site keeps the real phone number, the ticket copy only exists to make the support workflow usable.

I’d also clear/recalculate it if the Site association changes, otherwise an old site number can quietly stay on the ticket

3

Yes, this is a workaround we can do. Ultimately I am posting this here because I want Hubspot to make this feature happen rather than have a workaround. All the same I appreciate the suggestion!