Associate only companies associated to the existing Deal when creating new Tickets from workflows

[CraigObee]

When creating tickets using deal workflows the tickets will associate all of the companies that are associated to the associated contacts whereas the wording on the workflow configuration makes it seem like it will only associate companies that are already associated to the enrolled record.

I.e we have a ticket with 1 associated company and 1 associated contact. The contact however has 2 associated companies.

If a deal workflow is set to create a ticket and associate the deal, contact and companies to the new ticket it will associate the contact's extra company who may have nothing to do with the deal meaning we end up with additional associated companies on tickets we don't want, no primary associated company and a lot of mess to manually fix for many tickets.
A new option on workflows to only associate the companies currently associated to the enrolled record would be perfect as we don't want all the other companies pulled in to the new tickets

Example workflow wording below. It states nowhere that it will also associate companies to the ticket that are also associated to the deals currently associated contacts.

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[franksteiner79]

Hi @CraigObee 

Just so we are on the same page, you have a deal workflow which enrols deals and creates tickets for the them, correct?

Are you 100% sure that enrolled deals are only associated with one company? Being a deal workflow the association refers to the deal, and normally only one company would be associated with a deal.

If you have a paid subscription I would recommend speaking with HubSpot support. The behaviour you are describing is only possible if more than one company is associated with one deal, otherwise this would be a bug and something HubSpot support needs to take a look at.

I hope that helps.

Frank

[CraigObee]

Hi @franksteiner79 , Our Hubspot instance can have more than 1 company associated to deals (I assume this is the same for all Hubspot users) but we educate our users to make sure there is only one company associated to a deal.

I have spoken to Hubspot support to confirm that it does pulls through the contacts associated companies too even though it doesn't say it will do this.

It appears to have originally confused support too before they confirmed it is "working as designed". Support ticket #13541500

I'm glad you're on the same page as me. Maybe it should be changed to suit how the average user would expect it to behave. 😁

[franksteiner79]

Hi @CraigObee 

From my experience of working with HubSpot and HubSpot customers for nearly 10 years, I can say that having more than one company associated with a deal is the exception and not the norm. I am still not sure there is an idea here or if this is simple a case of too many associations at the source object - deal, and requires some troubleshooting.

Have you checked some records that had tasks created but have no association with the deal?

Frank

[CraigObee]

Hi @franksteiner79, Apologies, i missed an important part out of the issue regarding the contacts companies associations which I was reminded about after looking back at the support ticket.

The issue we have is that the tickets created from deal workflows are associating contact's primary associated companies (not all associated companies as i first thought/said) to the created ticket too. 
So we have 1 company associated to a deal but when a ticket is created from the deal workflow, it can associate an additional company (per contact) if the associated contact/s primary associated company is different to that of the enrolled Deal. 
We just want the company associated to the deal to be associated to the tickets created off the back of a deal workflow.
Why the Deals associated contacts primary associated company/s have to get involved in a ticket that a deal is helping to create is frustrating to us and causing us issues with automated communications and confusing users trying to understand which company a ticket is supposed to be associated to.
Cathal from support may be able to demo/explain this in more detail (#13541500).

[hubmetropolis]

I am having the same issue.

This exact issue also prevents me from running reliable object to object automation on the created ticket object - as it is now associated with 2+ companies, which had nothing to do with the original deal.

My only option is to not associate contacts with the newly created ticket, but you can see what the limitations of that would be.

[CraigObee]

The same issue appears to happen when importing and creating new tickets too (where a contact column is also included to associate contacts).

It will also associate additional companies to the newly created tickets if the contact has other (different) primary associated companies.

We've just had to use 3 hours of 2 staff members time to correct all of the associations. 

[CraigObee]

The new feature (image below, released 21st Oct 2024) on workflows to allow the association of "Primary" company's to be set as "primary" company's on newly created records (i.e Deals, tickets) solves a big part of the issue for us so that we know which company the new record is truly related to.

However, the issue still persists where if any associated contact has a different primary company to that being set as "Primary", it will pull through these contacts primary companies onto the newly created record too, which we do not want.