How to associate tickets with a contact’s subscription record

[ThomasPeter]

Hi everyone,

I have multiple subscription-based products in HubSpot. When a customer purchases a product, a subscription record is created and associated with that contact.

Now, when the same contact raises a support ticket, I want that ticket to automatically associate with the subscription record linked to that contact.

Additionally, is there a way to add a field to the support form that displays the current subscriptions associated with the contact, so the user (or support agent) can select the relevant subscription and have it automatically associated with the ticket?

Any ideas, workflow suggestions, or custom setup approaches would be really helpful.

Thanks in advance!

[ThomasPeter]

Hi Bérangère,

Thank you for your reply! Please find my answers below in the same order:

1. Yes, I’m using the native Commerce Hub subscription object.

2. Currently, each contact has only one subscription associated. I’d like to know if there’s a way, when a ticket is raised through the customer portal, to show an option that lets the customer specify which product (subscription) the ticket is related to.

3. Tickets are currently created in two ways — via email and through the customer portal (using a support form).

4. If the customer isn’t able to choose their subscription, I’d like to automatically associate the ticket with the subscription record when there’s only one linked subscription. If multiple subscriptions exist, I want to notify the ticket owner to review and manually link the correct one.

Thanks in advance for your help!

[d-lupo · Accepted solution]

Hi @ThomasPeter,

You can achieve this by combining a workflow with a custom code action in HubSpot.

1. Trigger the Workflow:
   Set up a workflow that triggers whenever a new ticket is created in your support pipeline.

2. Custom Code Action:
   In the workflow, add a custom code action. Within this action:

   • Use the contact ID associated with the ticket to make an initial API call that fetches the subscription records linked to that contact. This will return the IDs of all associated subscriptions. 

   • Next, make a second API call to associate the ticket with the retrieved subscription ID.

This way, every time a contact creates a ticket, HubSpot automatically links it to the correct subscription record behind the scenes.

For the support form field, HubSpot doesn’t support dynamic form fields that automatically list related object records out of the box. However, you could achieve something similar by:

• Using a custom-coded form or a custom module on a HubSpot CMS page to pull in the user’s active subscriptions (based on their email or contact ID).

• Displaying these subscriptions in a dropdown field so the user or support agent can select the relevant one.

Submitting the selected subscription ID with the form, then using a workflow to associate it with the created ticket.

I hope I could help 🙂

[BérangèreL]

Hi @ThomasPeter, I hope that you are well!

Great question, thanks for asking the HubSpot Community!

Currently, out-of-the-box, HubSpot provides robust association options between standard objects (Contacts, Tickets, Companies, Deals), but “Subscription” objects are typically managed as a custom object or via the Commerce Hub.

By default, when a ticket is created, HubSpot will automatically associate it with the submitting contact and, if set, their associated company.
However, automatically associating a ticket with a subscription record will require a specific setup I believe.

- How are your subscription records set up in HubSpot? Are you using Commerce Hub's native subscription object, or have you created a custom object for subscriptions?
- Are there scenarios where a contact may have multiple active subscriptions at once? If so, how do you currently distinguish between them when handling support requests?
- How are tickets currently being created? Is it via a public-facing support form, manually by a support agent, via API, or through another integration?
- Do you want the ticket-to-subscription association to occur automatically (with no user input), or do you want the support agent/customer to choose the relevant subscription each time?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

For information, here is an article on the topic: "Associate records".

I'd love to put you in touch with our Top Experts: Hi @coldrickjack, @karstenkoehler and @DStaat, do you have any workflows, ideas, custom solutions, or practical guidance to achieve this setup?

Have a wonderful day and thanks so much! 🌞
Bérangère

[ThomasPeter]

Hi Bérangère,

Thank you for your reply! Please find my answers below in the same order:

1. Yes, I’m using the native Commerce Hub subscription object.

2. Currently, each contact has only one subscription associated. I’d like to know if there’s a way, when a ticket is raised through the customer portal, to show an option that lets the customer specify which product (subscription) the ticket is related to.

3. Tickets are currently created in two ways — via email and through the customer portal (using a support form).

4. If the customer isn’t able to choose their subscription, I’d like to automatically associate the ticket with the subscription record when there’s only one linked subscription. If multiple subscriptions exist, I want to notify the ticket owner to review and manually link the correct one.

Thanks in advance for your help!