Associate products/show product associations on Company/Contact/Ticket records
Hi I would like to submit for Products not to be associated just to a deal. This information should be able to pull across to the company record, the contact level and then a workflow to tickets could be implemented.
This would mean that when a customer submits a support ticket then the company or contact record is connected to the ticket...if Products could pull through to the ticket my support team will then know which license the customer subscribes to and then the correct support can be given to the client as the support team will easily be able to view what license the customer has.
For reporting purposes, it would be helpful to tie specific products to tickets. We sell over 900 different products, made up of 10+ brands. With this feature we would be able to see common problems with products, whether that's a product defect, better instructions needed, shipping damage, etc. It impossible to justified product change if you can't track how often a problem is happening.
The abilty to creat a workflow from the products used within a quote that copy this onto the deal and then to the company. At the moment when looking at a company there is now way to see what products they have signed for.
Lately there were some challenges that we had to deal with. We would like to have an overview of all the products that we sell to our clients, including the amount of hours that they have the contract for. We would like to see this on a company level instead of a contact level.
I did build in the 'products using' feature on the company level but this is not exactly what we would like to see. In this case we cannot add the amount of hours that they take. To make it clear, our clients choose for example different aspects of marketing with a different amount of hours for each aspect. We would like to track the different products including the hours so we can uppsell whenever this is the case.
Our contact at Hubspot recommended to ask for a report feature that will look at products and companies so we can easily see what products are used by a company.
This is so needed. Come on Hubspot, you have now delivered custom properties into the Products area. Lets now follow this up with the idea displayed above.
This is a must have! Sometimes during a ticket with a customer, we indetntify that a product needs to be fixed, and that requires a part (like a screen or battery) and would be ideal to have the product part on the ticket as well as the proposal (currently only avaliable for the sales team) so that we can add these parts and send a quote directly to the customer using the ticket.
Currently it is not possible to link a company and a product, therefore in order for me to accomplish the task, I would need to product 2 reports. The first being for companies and the second being for reports, and I would need to find a way to link the information.
I propose making it possible to link products to particular companies in the system.
Being able to associate products with a ticket is necessary because we need to be able to track and identify which products are having problems.
its also useful when determining where to allocate resorces for developing knowledge base articles... no one cares about the product no one ever asks about.
I don't think I can even use the Products feature effectiely without it being tied to the Company record, since the Sales team and uses Deal records and Account Manager use the Company record and any upsell happening after the deal is signed is tracked on the Company level only rather than as new deals.
Hey folks - the short answer here is that we're looking into how to solve this problem by having Line Items (i.e. Products that are on a quote/deal) be associated with Orders or Subscriptions, which would then make them associated with Tickets or Contacts or Companies associated with those Orders or Subscriptions. Think of the Order or Subscription like a bridge between the Line Item and the ticket/contact/company.
Any time a customer purchases a product and DEAL info gets added to the history of a Contact, the name of the product purchased should be included with the DEAL number, so you don't have to click on the DEAL link just to find out what got purchased.
Being able to bill directly from tickets would streamline our process a ton. I know quotes exist in Deals, but since we bill on a ticket basis, we would need to create a deal for each ticket created just to bill from that deal. Currently we have a billing stage in our service pipeline where the billing dept takes ticket properties (hours worked, work done, etc) and sends invoices/bills using Zoho Books.
Quotes is great, especially with product library and the Stripe integration. Extending that functionality direclty into tickets, and having ticket properties affect quotes would be amazing!
Edit: A ticket based workflow that would send these invoices/bills automatically using ticket properties would be a dream come true.
