Automatically assign a ticket owner based on the deal owner

[JanePalmer]

Hi! 

Could you please help me set up a workflow where the system will automatically assign the ticket based on the deal's owner? Is it even possible? 

My use case is that I have a few people on the team and want incoming tickets, the creation of which is triggered by incoming emails, to be assigned to a specific team member, who is the owner of the deal related to this contact/company or to remain unassigned if there is no deal in the system.

I would highly appreciate your help.

[jjoelthompson]

Yes, it is possible to automatically assign a ticket owner based on the deal owner in HubSpot. You can create a workflow to achieve this.

Here are the steps you can follow:

1. Go to the Workflow tool in your HubSpot account and click on "Create Workflow".

2. Choose the "Contact-based workflow" template.

3. Give your workflow a name and choose a trigger for the workflow. In your case, you can choose "Contact property changes" and select the "Deal owner" property.

4. Set the enrollment criteria for your workflow. You can add a condition to check if the contact has a deal owner or not. If the contact has a deal owner, proceed to the next step.

5. Add an action to the workflow to "Set a property value". In the "Property" field, select "Ticket Owner" and in the "Value" field, select "Deal owner".

6. Save the workflow and turn it on.

With this workflow, when a contact's deal owner property changes, the workflow will check if the contact has a deal owner or not. If the contact has a deal owner, the workflow will automatically assign the ticket to the deal owner. If there is no deal in the system, the ticket will remain unassigned.

[karstenkoehler · Accepted solution]

Hi @JanePalmer,

Just to clarify, is the deal associated to the ticket or is the company/contact associated to the ticket and the deal is simply associated to the company/contact?

The solution here requires a Professional subscription and would look something like this:

• The object you want to copy the owner information from is the object used for the workflow, e.g. copy owner from deal to ticket means it's a deal-based workflow.
• To enable re-enrollment of a deal when there's a new ticket, a property is needed that changes when a new ticket is added. This doesn't exist by default. I usually create a custom calculation property here which can be used for re-enrollment, e.g. a custom deal property Number of associated tickets.
• Once created, you can use this custom property as re-enrollment trigger for a deal property and then insert the "Copy property value" action in the workflow to copy the owner from the deal to the ticket.

Without a Professional subscription, this is not possible. The details depend on how exactly your records are associated.

Best regards!