HubSpot Ideas

mmaddux

Associate Deal with Ticket via Workflow

We are automatically creating tickets based on contact data associated with a deal. Ideally, we would be able to associate the deal with the ticket we created via a workflow through this automation.

20 Replies
Aware360
Participant

Anyone have a work around?

fenton
Participant

@Aware360 Spoke to Hubspot support and they confirmed that setting a one or more Deals to be associated with a Ticket can only be done manually for now.

elizabeth10
Member

Yes please! If you could have the tickets from the contact and company flow automatically into the deal if they are associated, that would be amazing.  Then tickets are viewable in the contact, the company and the deal screens.  This would streamline things for our company a lot.

fenton
Participant

Agree with the above, this would be very useful and remove a large manual part of our process of screening Tickets/Conversations. I expect we could build workflow automation based on this as well to better assign triage of Tickets before even manually screening them.

lukecro
Participant

Yeah -- if the "associated deals" section of the tickets could be automatically populated with any deals that are connected to the contact that the ticket is associated with, it'd be super-helpful for the tier 1 reps that are screening the tickets as well, since support tickets related to existing deals are typically going to be tickets of high value, and the deal-owners will want to know that their lead/client has submitted a support ticket.

OLS-JPang
Member

100% would love to be able to have sequence emails and tasks (which are fired from contacts not tickets), automatically associated to tickets instead of manually associating everything to the ticket.

Daniel_13
Participant

+1, this would be a helpful feature

lparente
Member

I totally agree with all the above. I found out that I can only create a score property based on tickets for a deal and not for a contact which makes it useless unless I make this association.

SarahMayo
Contributor

This would be incredibly useful for our organization.

ThaisCampbell
HubSpot Employee

This feature would help many users! (: 

QuinnW
Member

This feature would be a huge help for our business. It is surprising that there is no way to automate this. 

vcrozier
Member

This would be valuable to our support team. 

Being able to immediately see the deal that is associated with the company contacting us would save our support team from multiple clicks.  

Shadowspec
Member

Further to the above could you have an option in the workflow to associate the deal to an existing ticket. In our company, we have a ticket created for our customers waiting on a specific stock item. Rather than create a new ticket for every deal, we would prefer to associate multiple deals to the one ticket.

LHaselhuhn
Participant

No idea why we can't do this? Doesn't seem to make sense given that the contact record is already attached to the deal and the ticket uses the email associated with the contact record.

brontefrizzell
Member

any update on this idea?

Jmdtrla
Member

This will save us time! Any updates on this?

JeffBell
Member | Platinum Partner

Yeah, we work with a lot of B2B service providers. Deals often represent individual services being delivered. Would be nice to copy deal properties from a Closed Won deal to a ticket to be tracked in the Service Delivery service pipeline. Additionally, it would be nice to have a ticket change be able to update the associated deal(s). For example, when service is complete, mark the associated deal as closed won... or have the ability to track revenue from closed tickets. Either way works.

Rthibodeaux
Participant | Platinum Partner

Live solution implemented for client:

 

Key Requirements to this solution:

  1. Create a CONTACT and TICKET property that contains the DEAL ID of the Deal you would like to be Associated with the Ticket (Contact.Associated_Deal_Id and Ticket.Associated_Deal_Id for this example). 
    1. The Contact property can be used as Personalization Token in automated emails, and is REQUIRED for next step.
      1. Note: the Contact property is needed here since there may be multiple associated deals and Deal Tokens will not work
  2. Create DEAL-based WORKFLOW,
    1. Trigger = Create Date = Known (and set pipleline criteria if needed)
    2. Action = Copy Property >
      1. Copy (Deal.Deal_Id) to:
      2. Target = (Contact.Associated_Deal_Id)
      3. Now you can use Contact Token in Emails for user to submit with Forms 
        1. You may want to clear this value after a delay to account for re-enrollement scenarios (Event-based delay, Deal Stage = Closed Won or Closed Lost for example). 
  3. Create a HubSpot Form with TICKET properties (auto create tickets from Forms must be enabled, Service Hub not required)
    1. REQUIRED fields (for Contact & Deal Assocaitions) will be (Contact.Email) and (Ticket.Associated_Deal_Id), and any other information for Ticket
    2. Form Submission will Create Ticket (and auto-associate with Contact, and Associated Company)
    3. Zapier Integration (or custom code) required to Create Deal Associations
  4. CREATE ZAPIER ZAP in order to Associate the Ticket with the Deal:
    1. Trigger = HubSpot - New Ticket
    2. Action = HubSpot - Get Ticket action Optional if other Ticket Actions needed
    3. Action = HubSpot - Create Associatons 
      1. The ID of the object being associated = (Ticket.Associated_Deal_Id)
      2. The type of the object being associated = Deal
      3. Number of association types that should be created = One (in this example)
      4. Type of the objects the from object is being associated with = Ticket
      5. Type of the association = Optional association label
      6. Id's of the objects the from object is being associated with = (Ticket.Ticket_Id) from Step 1

This solution works exceptionally well, and DOES NOT REQUIRE Service Hub Pro (for Ticket-based Worflows).

 

Ping me with any questions...

 

ChristianDDX
Member

Any updates on this being implemented?

AaronBoatin
Contributor

This would be fantastic addition!