We are strong advocates of the Products/Line Items feature in HubSpot and offers great context behind deals.
What we're finding with clients and ourselves alike, is the functionality request to be able to associate Products to Tickets. This is often because someone may raise a ticket that corresponds to products or services bought and it would be great to have the Customer Success team get visibility of this.
Now, we know we can access this via deals, but in some cases we want to restrict the Customer Success team's access to deals as it may be overwhelming if they're adopting HubSpot for the first time.
As we can import data into Products as it's own object, it would be good to be able to associate them with the other standard objects as well.
Yup, we use Tickets for managing call outs and services. There are parts & accessories that we are supposed to be able to add to a ticket. But this seems to not be the case. Almost everything we were promised we could do easily by HubSpot Sales when we signed is a workaround and not that great. We can't even associate Tickets with Invoices.... never mind Products.
The product library would be so much more valuable if it could be used to support Tickets as well as Deals. If we already have a detailed product library which is being maintained and updated, it would be nice to be able to leverage that data when an agent is providing support. Ideally, I'd like to be able to associate a product as being the subject of a ticket, and also to be able to associate it as a line item ordered for replacement, but there's ways to work around that if we can't have both association types.
In our company, we frequently manage our customers' entire journey, which includes not only initial deals but also subsequent upsells and cross-sells over time. A key aspect of tracking revenue evolution for each customer is the ability to compare these values over time.
However, this becomes challenging because line items are not available on tickets, which are primarily used by our Customer Success team. Without this functionality, we lack a clear way to track the current products or services being used by our customers.
We strongly request this feature to enable better visibility and management of ongoing customer relationships. Having line items available on tickets would significantly improve our ability to monitor and support customer needs effectively.
