Invoice and tickets

[Sgram]

Hello,

I have a QuickBooks integration that syncs invoices to HubSpot. If an invoice remains unpaid for 30 days, a ticket is automatically created on day 31.

The challenge is that some companies bill separately by state but have one main contact person. When they make a payment, they settle multiple invoices together.

Since we need to open a ticket for every overdue invoice, I want to automatically close all related tickets for that company—except for the oldest one, which should stay open. How can I configure this?

[Josh]

Hi @Sgram,

Can you clarify, even before a payment is made, you only want the oldest ticket to remain open?

Example: Company ABC has 3 invoices; 3 tickets are automatically created on day 31. Immediately, the ticket 2 and 3 should be removed, leaving only 1 in place? OR do the newer tickets only close after a payment has already been applied? 

[Sgram]

Yes, the oldest invoice should remain open because the contact person is same and in quickbook we can see all the open invoice so we don't need all those tickets for same company.

[Josh · Accepted solution]

@Sgram,

You'll need to label/mark the first one created so the system can differentiate it. Here's where I'd start:

In the workflow that creates the ticket, set a value on the ticket or use an association label and set it as "Primary" or "First". When the workflow runs, I would check to see if there is already an associated ticket with that value, if yes, it follows a different branch that marks that ticket for deletion, if no, it creates the ticket and marks the value. 

I would then have a separate workflow that deletes the tickets that contain the value to delete. 

This simplifies it a bit more than it might end up being once you put it together, but I think that this approach would accomplish what you're attempting to do. 

Hope it gets you on the right track!

Josh