Associate Company to Ticket via Workflow / form

[holodan]

Hi, I am building a Support Request Form for one specific customer of ours. Each form submission is creating a ticket in the support pipeline. How can I associate this customer's company to each ticket created through the form?

Sometimes the email domain might not match with the end-client's email domain (as also third party contacts might generate tickets for this specific project), therefore I need to have a function to assign associations per workflow.

Please help!

[Josh · Accepted solution]

Hi @holodan,

You can use a hidden value for the Company Domain that stores the domain of the company that you want to associate with as the default value.

Alternatively, you could use the associations API for more complex scenarios.

Josh 

[holodan]

Hi @Josh @TomM2 ,

first of all thank you very much for the prompt answers.

I tried Josh's approach on adding the "company domain" as hidden field with a default value, unfortunately it does not associate the company as it automatically associates the email's domain. Therefore this fix only works, if email and company domain are the same. am i right?

Is there the possibility to have multiple companies associated through the form? Manually I could set that up within the ticket.

Cheers,

Daniel

[Josh]

Hi @holodan,

I'm not sure why my original solution isn't working for you. I created the same scenario in my portal to test and it worked correctly. 

Josh 

[TomM2]

I don't have another workaround unfortunately! I know forms can only associate with 1 object of that specific type, so you couldn't associate with 2 companies from a form. You could try a third party app like https://hapily.com/associ8 for it too but other than that it would be a custom code workflow or using the association api! 

[holodan]

Hi @Josh ,

I tried different scenarios now. When a new & unknown contact is submitting the form, the hidden domain value will associate both the contact and the ticket to the company from the hidden value. If the contact is known and associated to another company, it will append the the company from the hidden domain value as SECONDARY COMPANY to the contact.

The ticket then is only reading the MAIN COMPANY from the contact and therefore, not assigning the company from the form if there is already a main company in place.

Thus, what you suggested generally works but not for my usecase unfortunately.

This means I would need to append this through the associations API which is only available, if I have the Operations Hub, correct?

Thanks, Daniel

[Josh]

Hi @holodan,

Well technically you can use the API without Ops Hub but if you wanted to use Custom Code Actions to call the API, yes you would need Ops Hub.

Given there are multiple associations I'm not sure that I have another workaround for you at this point. Maybe @TomM2 has some other thoughts? 

[TomM2 · Accepted solution]

Just to add on to @Josh 's point. You could add a hidden value for the company property of "company domain" with a default value if it's just one company, or populate it via a query string if you're sending specific company people a link to fill out a form and not expecting them to use their company email. 

Creating a company agnostic page with this though seems quite impossible. Basically you want to be able to create a form, that can be filled out by anyone, and then you want that form to associate the submission with their business profile automatically. Realistically this isn't possible, the only way it could potentially happen is if my personal email was already associated with my business one, or the company record. 

For example, if I initially submit a form with tom@tom.com and I was associated with the company "Tom.com" that's an easy association since the values of the domains match, so a 1:1 association can be made. 

If I then went on my phone and submit the form under "TomM2023@gmail.com". There's no pattern for any sort of system to say "Ok this must be Tom@tom.com"

The only way would be something based around what Josh mentioned, having specific form pages for specific clients.    

[Josh · Accepted solution]

Hi @holodan,

You can use a hidden value for the Company Domain that stores the domain of the company that you want to associate with as the default value.

Alternatively, you could use the associations API for more complex scenarios.

Josh