I want to be able to create a ticket-based workflow in which someone can be notified when a ticket isn’t owned by particular salespeople.
In my workflow, I wanted to send an internal email, but I can’t use any personalization tokens other than Ticket-Based properties (I was hoping to pull the Associated Contact First Name, Last Name, and Email). To get around this, I was hoping to create custom fields for Ticket Submitter’s First Name, Last Name, and Email; however, since ticket-based workflows can only incorporate ticket properties, I can’t do that either.
Hi @bisuijk,
You’re correct, this is indeed a strange limitation of ticket-based workflows. I’d recommend sharing this in the HubSpot Ideas section of the community to alert the product team.
As far as workarounds go, you could use a contact-based workflow, to make the information available on the ticket record. This is more complicated than it should be but it works.
1. Create custom ticket properties for all fields you want to have on the ticket record (First name, Last name, Email).
2. Additionally, create a contact-based property called Ticket copy refresh (single checkbox).
2. Create a contact-based workflow which copies the information from contact record to ticket record and make sure to enable re-enrollment for “Ticket copy refresh is any of Yes”.
3. Create a ticket-based workflow like below. (This is needed if a contact submits multiple tickets. The second ticket would not be included in the copy workflow without this refresher.)
4. You can now use the newly populated properties on the ticket record for personalization.
Keep in mind that HubSpot will keep the latest copied value in a ticket, should there be more than one contact associated with the ticket.
Hope this helps!
