Add A Bespoke Note to a Ticket Based on Contact

[AMcFarlane]

Hello

We have various customers with specific environments/support arrangements that we want to bring to the attention of the support agent when handling a support request from that particular customer.

What we did in our previous system (Helpscout) was create a workflow that said if a ticket is raised by a contact that contained email x then add a note to the ticket. Within that note were specific details about the customer that were then presented to the agent before they started working on it.

Does anyone do anything similar and if so could you share how?

Thank you

Andy

[karstenkoehler]

Hi @AMcFarlane,

This is currently not supported. The approach here would be a ticket-based workflow that updates a custom single- or multi-line text tickt property using the values of contact properties. Unfortunately, contact values cannot be used as tokens in a "Set property value" action in ticket-based workflows. (And contact-based workflows can't be triggered off ticket properties.)

Currently, the best option would be to train your support agents to make use of the "Preview" buttons for associated records in ticket records. HubSpot has done a great job of providing support (or marketing or sales) with the crucial information about a record and associated records within one click:

Demo portal with fictional data.

The properties displayed in these previews can be customized: https://knowledge.hubspot.com/crm-setup/customize-record-sidebars

While the note can currently not be created for tickets, you could create a single- or multi-line text field that shows at the top of a contact record preview – it wouldn't be on the ticket record but only one click away. (For a note like this, enroll contacts in a workflow based on the propertie values you want to reference in that note, select "Set property value" action, pick a custom single- or multi-line text field and add the personalization tokens.)

Best regards!

[AMcFarlane]

OK, thank you. The issue is that the notes are crucial but it's probably less than 5% of customers that have bespoke arrangements so 95 out of every 100 tickets an engineer looked at wouldn't have any info in the field.... that's why it's quite important to present the information rather than have the engineer have to go look for it. Your help is appreciated.

[karstenkoehler · Accepted solution]

Hi @AMcFarlane,

To highlight this to the engineers, you could add a custom field to the sidebar that has the value "Bespoke arrangement – check associated contact and company record". This field could be filled by a contact-based workflow. The limitation is just that you can't use contact personalization tokens in single line text ticket properties.

Best regards!