We have a custom property in HubSpot for “Account Managers” who are responsible for handling specific customers. Each account manager is assigned to multiple customers (one-to-many relationship). Currently, our chatbot creates support tickets and assigns them using a round-robin method.
However, we want to ensure that tickets are only assigned to the account manager responsible for the customers who are assigned to them.
The “Account Manager” property is located in Contacts, and we don’t have access to custom coding or webhooks.
Is there a way to implement this functionality within HubSpot’s chatbot tools or workflows? Any suggestions would be greatly appreciated!
Hi @Hrshsin and welcome, it’s such a pleasure to have you here!
Thanks for asking the Community!
I’ve noticed a similar idea already present in our Ideas Forum: Restrict ticket ownership by pipeline to a team or users.
To contribute, you can upvote the existing idea and share more details about your specific use case in the comments.
Also, I’d love to ask some of our Top Experts: Hi @karstenkoehler, @danmoyle and @tjoyce do you have workarounds or other suggestions to help @Hrshsin, please?
Thank you and Happy Holidays!
Best,
Bérangère
My first thought is that a custom property is not the same thing as a HubSpot user, which is how we manage record ownership like tickets and contacts.
However, in some research and testing, here’s a possible solution I found.
Create a custom property for tickets called “Account Manager” to mirror the one in Contacts.
Set up a workflow to copy the Account Manager information:
Create a contact-based workflow triggered when a ticket is created.
Add an action to copy the contact’s Account Manager property to the ticket’s Account Manager property.
Or option two is to create this property as a “sync property” option and do the same thing as above, but without the need for a full workflow.
Modify your chatbot configuration. Instead of using round-robin assignment, set the chatbot to leave tickets unassigned initially.
Create a ticket-based workflow for assignment:
Trigger: When a ticket is created
Condition: Check if the ticket’s Account Manager property is not empty
Action: Set the ticket owner to the value in the Account Manager property
For tickets where the Account Manager is not set or unavailable:
Create a separate view in the ticket pipeline for unassigned tickets.
Train your team to manually assign these tickets or implement a fallback assignment rule.
This approach should help to ensure that tickets are assigned to the correct account manager based on the customer’s information, while also providing a way to handle exceptions.
A couple of things to consider with this approach:
Automation limits: Be aware of your HubSpot plan’s automation limits when setting up workflows.
Testing: Thoroughly test the workflow with various scenarios to ensure proper assignment.
Maintenance: Regularly review and update the Account Manager property for contacts to keep assignments accurate.
My hope is that this solution will help your team to automatically assign tickets to the appropriate account managers without the need for custom coding or webhooks.
