Tickets to Deals

[TBrooks9]

When a service professional is working on a ticket, and the resolution is for the customer to purchase a new solution or they need to speak to sales about a potential replacement/upgrade purchase, I want the service professional to be able to convert the ticket to a deal that will enter the sales persons queue.   Today we are assigning tickets to sales people, who are now managing deal queues and ticket queues. They sometimes with the business, but never create a deal, they just close the ticket.  We are losing trackability of ticket to deal conversions, and deal closure amounts, win rates, etc.  How can a ticket be converted to a deal without adding manual work to my team?

It would be great if there was an action at the top of the ticket that would convert the ticket to a deal, simulanteously closing the ticket. 

[Josh · Accepted solution]

Hi @TBrooks9,

My suggestion would be to use a workflow to create the deal automatically. There's a new card function on the right column of a record that can be used. 

When the ticket needs the sales component, the service rep would essentially use that action on the right side to tell the system to convert it. Your workflow can maintain the association between the new deal that it creates and the existing ticket.

You could accomplish the same by creating a custom property and having the service rep change the custom property and then the workflow kicks off from there. 

Here's the knowledge base article on creating records from workflows: https://knowledge.hubspot.com/workflows/create-records-with-workflows

Josh

[TBrooks9]

Thansk Josh.  This is helpful and something I will explore this week.  I hope Hubspot will consider this a future enhancement.  I have had this capability in past CRM systems.  If i can't figure this out, I may reach out directly. 

 Thomas