Associating tickets that are both associated to the same deal

[KSimpson2007]

I'm looking for a way to automatically associate tickets if they both associated to the same deal.

To explain how we have our process set up... We have our service order forms from our website save as tickets that are manually associated to a deal.  When the deal is won... a new service ticket (in a separate ticket pipeline) is automatically created associated to the deal, to begin completing the service order.  We'd like for the original service order form (a ticket) to automatically associate with the new ticket. Our technicians need to see some of the information from the forms and we don't want to have to manually associate the order ticket to the service ticket.   Is that possible?

[RBozeman]

@Hi @KSimpson2007, 

As Karsten said, this could be done using HubSpot Workflows in the manner that he described. But since there is no default "Associated Deals ID" field you would need to create that custom field and copy the data over, after the ticket is created and has been associated with a deal. Additionally, this could be done using the API if you have development resources available. 

I also wanted to mention that Insycle could help here. Full disclosure, I work for Insycle. 

But Insycle allows you to make ticket-to-ticket associations in bulk, on a set schedule, or directly in HubSpot Workflows. You would also need to copy the Associated Deal ID to the ticket object (or use a different field, such as associated companies). I have also submitted a product ticket about this to see if we can add a synthetic "Associated Deal ID" field to Insycle to solve this use case directly. If it ends up on the roadmap, I've made a note to hop back in this thread and let you know. 

But with Insycle, you could also automatically associate the tickets to the deal (while copying the DEAL ID to a custom field on the tickets object), then associate the ticket to the other tickets, all through HubSpot Workflows, immediately after the ticket is created and before your teams begin working the ticket. 

[karstenkoehler · Accepted solution]

Hi @KSimpson2007,

This should be doable through the new workflow associations beta: https://knowledge.hubspot.com/workflows/manage-crm-record-associations-with-workflows

The approach is as follows:

1. Identify a field that both tickets share (single-line text, must be the same value)
2. If this does not exist, create a single-line text field called 'Deal ID' and a ticket-based workflow that copies the record ID of the associated deal into this new custom single-line text field
3. Create another ticket-based workflow that enrolls tickets when the 'Deal ID' field is known, then use the new associations workflow action to associate the two tickets based on the shared value in 'Deal ID'

Haven't tested this but should work 🙂

Let me know if you have any follow-up questions!

[KSimpson2007]

@karstenkoehler Thank you!  Got it working with your help!