Remove Associations between Tickets and Companies/Contacts

Smart CRM & Sales Hub CRM
1

I’m going crazy, friends. We use and love Help Desk for all of our incoming email, chat, and forms. We receive voicemails from a third-party phone company (3CX) that come through as email attachments. So the email comes through as being “from” the company 3CX and the contact noreply@3cx.net.

Our team manually adds the correct contact and company, and removes the associations with the 3CX contact and company. Every time any action is taken on that ticket, Hubspot automatically adds the 3CX contact and company assication back to the ticket, which makes me want to pull out my eyelashes one by one.

I’m trying to set up a workflow to remove those associations (not assocation labels) any time Hubspot decides it’s going to re-create the association, but it doesn’t seem to be possible.

What’s the solution here? HELP.

2

Hey @BWarren,
Thanks for taking the time to post in the Community!
I’d like to start by acknowledging the frustration I’m sure this has caused you and your team.
I’d like to tag in a few Community experts here to see what they might recommend. @karstenkoehler, @Josh, and @Ben_M - any suggestions for how to avoid this auto-association moving forward?
Shane, Senior Community Moderator

3

I’d treat this as an integration ownership problem first, not a manual cleanup problem.

If the 3CX integration keeps re-creating the wrong associations after your team removes them, then manual removal will never hold. Something upstream is still treating the 3CX contact/company as the correct source.

I’d check:

  • what identifier 3CX is using to match the caller/contact
  • whether the 3CX contact/company records should exist in HubSpot at all
  • whether the integration is allowed to create associations automatically
  • whether ticket association rules can be narrowed
  • whether the “correct” HubSpot contact/company has a reliable matching key
  • whether a workflow is re-associating tickets after creation

The safest pattern is usually:

  1. let the integration create the raw ticket/contact context
  2. run controlled matching logic against the correct HubSpot contact/company
  3. associate the ticket to the verified record
  4. remove or ignore the raw 3CX association
  5. prevent the integration from reasserting the wrong association if possible

The important thing is to find the process that keeps putting the association back. Otherwise the team is cleaning the symptom, not the rule creating it.

4

Thanks for your reply! I don’t see 3CX as an integration that we are able to set up. So I don’t really know how to answer your set of questions. As far as our Hubspot accound is concerned, 3CX is just a company that sends us emails. Those emails contain attachments that are voicemails left for us by clients.

5

Hey @BWarren,
Thanks for following up here! Re-tagging @GraemeW for visibility.
Shane, Senior Community Moderator