I'm wondering if I can set up HubSpot's Service Hub in a way that incoming tickets of existing customers (already having a contact in our CRM) automatically get assigned to the owner of the matching contact; while the rest (i.e. not yet registered among existing customer contacts) gets listed as unassigned (or we set-up workflow-based auto-assigment, etc.)
Would this owner matching possible for existing customers?
Your enrollment criteria would be something like, Ticket owner is unknown, Contact Owner is known and Lifecycle stage is known. There are a variety of ways you could make that enrollment happen, but that's my initial thought.
From there, your action would be to copy the value from the contact record over to the ticket.
If you have other questions on this, I would be happy to help.
Josh
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Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Platinum Partner & HubSpot Certified Trainer
Depending on what object you want to pull the ownership record down from - you could use a Company or Contact workflow where the Enrollment trigger is something like this:
Then you can copy the owner from the Company or Contact record to the Ticket record.
"Record ID is known" will basically trigger when the ticket is created because that is the point at which the record id becomes known.
I am accomplishing this by creating another Hubspot User Property on the Ticket Called "Contact Owner" and I have a Contact Workflow triggered by " Contact owner is known or Unknown" to copy the Contact Owner to the new Ticket Property, or clear the property. Then a second Ticket Workflow that has an If/then Branch if Contact Owner is Known, Copy the value from Ticket>Contact Owner to TIcekt Owner Else Rotate Assignment to team members.
Hi BReynolds. I believe this solution would actually work - although I'm having a bit of trouble navigating my way around the workflow section. Would you be able to assist me set one of these up?
Your enrollment criteria would be something like, Ticket owner is unknown, Contact Owner is known and Lifecycle stage is known. There are a variety of ways you could make that enrollment happen, but that's my initial thought.
From there, your action would be to copy the value from the contact record over to the ticket.
If you have other questions on this, I would be happy to help.
Josh
Did this post help solve your problem? If so, please mark it as a solution.
Josh Curcio HubSpot support and inbound marketing for OEMs, contract manufacturers, and industrial suppliers. HubSpot Platinum Partner & HubSpot Certified Trainer