# Service / Support with multiple product lines

**URL:** <https://community.hubspot.com/t/service-support-with-multiple-product-lines/95694>\
**Category:** Tickets & Conversations\
**Tags:** help-desk, companies, contacts\
**Created:** [December 8, 2023, 4:56pm UTC](https://community.hubspot.com/t/service-support-with-multiple-product-lines/95694 "2023-12-08T16:56:07Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![CMoravec](https://avatars.discourse-cdn.com/v4/letter/c/bb73d2/32.png) [@CMoravec](https://community.hubspot.com/u/CMoravec)\
**Post date:** [December 8, 2023, 4:56pm UTC](https://community.hubspot.com/t/service-support-with-multiple-product-lines/95694/1 "2023-12-08T16:56:07Z")

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We are not currently using HubSpot to manage support tickets. But are really wanting to consolidate resources into one platform (HubSpot).  
Our SaaS organization has multiple business lines; we categorize our customers to the city they are in (i.e., Los Angeles, CA), but that city might have multiple products they are purchasing.

When a support ticket would come in, what is the best way to set up the company’s & contact’s so that our support team can quickly find the correct organization information to best help the customer?  
Would using a parent-child company relationship be best? Los Angeles, CA (Parent) - Product 1; Product 2; Product 3 (Child)?

I assume other organizations have experienced this challenge before, just looking for some general advice as we work towards using the service feature.

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**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\
**Post date:** [December 8, 2023, 7:56pm UTC](https://community.hubspot.com/t/service-support-with-multiple-product-lines/95694/2 "2023-12-08T19:56:50Z")

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Hello @CMoravec, Happy Friday!

Thank you for posting in our Community!

I want to share some resources with you about tickets and how it works with HubSpot, to help you start on your journey:

- [Support your customers with HubSpot](https://knowledge.hubspot.com/get-started/support-your-customers)
- [Create tickets](https://knowledge.hubspot.com/tickets/create-tickets)
- [Manage tickets in your inbox](https://knowledge.hubspot.com/tickets/manage-the-tickets-in-your-inbox)

I also want to invite our top experts @tverdokhlib1 @himanshurauthan, any recommendations for the @CMoravec matter?

Thank you,

Pam

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**Author:** ![BSmith08](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/bsmith08/32/80858_2.png) [@BSmith08](https://community.hubspot.com/u/BSmith08)\
**Post date:** [December 9, 2023, 2:40pm UTC](https://community.hubspot.com/t/service-support-with-multiple-product-lines/95694/3 "2023-12-09T14:40:20Z")

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Hi @CMoravec ,

I think the answer to this will depend on how similar the stages and processes would be for solving the tickets between different products.

If they are substantially different, you may want to consider creating multiple ticket pipelines. To do this go to your tickets view and click “All Pipelines” \> Edit Pipelines.

 ![BSmith08_0-1702132816689.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/8/e85180fa6c734644c1039657bd1d3e3a0443fb59.png)

Then in select a pipeline you can select create pipeline.

 ![BSmith08_1-1702132816713.png](https://d2qpr2jzcazej7.cloudfront.net/original/2X/8/87666ef16b3c7aafa367eccebd3a9be11a16c942.png)

From here you can build new pipelines “product 1, product 2, etc.” and configure the stages to your liking below.

Then once you have them built out in your pipeline view “all pipelines” to see the parent view, or select a specific pipeline to see a particular product.

 ![BSmith08_2-1702132816707.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/1/b/1bbfb6f59b547390766831d7090455db6793737b.png)

To solve for having teams in different cities, what may make sense here is to have a regional property built for your tickets that you can create custom views for each team to work out of.

To do this:

In the top right corner of your ticket pipeline view, click **Add views \> Create view.**

 ![BSmith08_3-1702132816714.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/9/e9562027c84bf0e27dd292f501ad99e620533a1b.png)

Once you name it and save it, select **advanced filters**.

 ![BSmith08_4-1702132816712.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/6/e63e2f0ce4c6da6a34671386f8777abe89a777be.png)

From there customize the criteria you would be looking for (ie. Ticket region = Los Angeles).

Once you update that, just remember to save the filter criteria (top right corner)

 ![BSmith08_5-1702132816715.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/a/a/aaf3497f8d53e63b9ebf92502636487d2684785a.png)

Then you will have a vew specific for that regions tickets, and can make others for the other regions you use.

You can also create a custom property for your ticket products and filter them in ticket views instead of creating new pipelines if that’s easier. I’d recommend doing that if all of your pipeline stages are the exact same for each product.

Hope this helps,

Ben

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