Ticket owner matching contact owner

[aguth]

Hi,

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?

Thanks for advising.

[Mickey8490]

The above suggestions cannot solve the problem 😞 Any other suggestion?

[AudreyM]

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.

[DianaGomez]

Hi @AudreyM 🙂

Thanks for sharing!

Best,

Diana

[AbdulMoeez]

Hi @Josh ,
We can not copy a contact property to ticket property when a workflow is ticket based. Do you have any other solution in mind?

[BReynolds]

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.

[KShah5]

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?

[BReynolds]

Hi Kshah5, 

So Ia accomplish this with 3 different workflows.(one is just my general ticket routing workflow. See screenshots below! 

Copying Contact Owner to AM Owner property.

Clearing Contact Owner for tiered customer types. 

Routing Logic

I have the delay here to ensure that all other workflow related to contact ownership have run before deternining the next step.

Hope this helps!! 

[Josh · Accepted solution]

Hi @aguth,

Yes, you can do this using workflows.

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

[brandondithbrry]

This does not solve the op's query. I recommend removing this as a solution.

[BReynolds]

This shouldn't be marked as a solution because it's not possible to do this.