HubSpot Custom Workflow Guide: How to "Search" for Tickets and Auto-Associate Contacts

Purpose of the Action

The primary purpose of this action, when used in a contact workflow, is to search for a "Ticket" record that matches specific criteria (e.g., Ticket Name, Order Number) and retrieve its "Record ID" (Ticket ID).

The ultimate goal is to use this retrieved Ticket ID with the separate "Association Action" (which you've confirmed is also provided by this app) in a subsequent step to automatically associate the enrolled contact with that found ticket.

Common Use Cases

This action helps streamline service operations by automatically linking customer inquiries to the correct support cases.

• Consolidate Inquiries to an Existing TicketA contact (Contact A) submits a "Support Form" about a previous order, "Order #12345." The workflow searches for an existing ticket where a custom property "Order Number" equals "12345" and automatically associates Contact A with that ticket.
• Link Reports to a Master TicketWhen a contact submits a bug report about "Product A," the workflow can search for the master ticket named "Product A Bug Report - Master" and associate the contact as a reporter.
• Dynamic Search by Ticket NameThe workflow searches for a ticket based on a "Subject" line provided by a contact in a form, matching it to the "Ticket Name" (this is similar to the use case in the video).

Step-by-Step Guide from the Video Demo

The video demonstrates the setup and execution of the "Ticket Search Action."

Step 1: Add the Action (0:04 - 0:09)In the workflow editor, click the "+" icon. The left sidebar opens, and the video shows the user selecting the "Custom Workflow Business V2" app.

Step 2: Select "Ticket Search Action" (0:10 - 0:12)From the app's list of actions, click "Ticket Search Action" to add it to the workflow.

Step 3: Configure Search Criteria (0:13 - 0:39)In the action's setup panel on the left, you define which ticket you are looking for.

• First Condition:Set the Condition - Property Name (e.g., Ticket name), the Condition - Search Operator (e.g., Equal to), and the Condition - Value (e.g., "popo hire").(In a real-world scenario, the Value would typically be a personalization token from the enrolled contact, such as a custom property, rather than a static value.)
• Second Condition (Optional):The action allows a second condition (the video shows Ticket description with value 44) and an Operator between Conditions (AND/OR).
• Exclusion:The Ticket ID field can be used to exclude a specific ticket from the search results.

Step 4: Save Configuration (0:40 - 0:42)Click the "Save" button to complete the action setup.

Step 5: Run Workflow & Check History (0:43 - 0:52)The workflow is turned on and run. In the "History" tab, the "Ticket Search Action" shows as "Action succeeded."The log details (right panel) show the "OUTPUTS," where search_results has successfully returned the found Ticket's Record ID (e.g., "2614080912").

Step 6: Verify the Result (0:53 - 0:56)(As a supplement to the demo) The user then switches to the "Tickets" list in HubSpot and confirms that the ticket with ID "2614080912" is indeed the one named "popo hire."

[IMPORTANT] How to Use the Ticket ID to Associate the Contact

This action only finds the Ticket ID. As you confirmed, to associate the contact with this ticket, you must combine it with another "association" action provided by this same 3rd-party app.

1. Add an If/then BranchImmediately after the "Ticket Search Action," add a standard HubSpot "If/then branch" action.
2. Set Branch CriteriaSet the branch condition to check if the output from the "Ticket Search Action" (search_results) "is known".
3. Add the "Association" ActionIn the "Yes" (found) branch, click "+" and select the "Associate Object by ID" action (or similarly named action) provided by this 3rd-party app.
4. Execute the AssociationConfigure this association action as follows:
   • From ID: Use the [Contact Record ID] token (for the contact enrolled in the workflow).
   • To ID: Use the [search_results] token (the Ticket ID you just found).

This completes the full automation, enabling a contact (Contact A) to be automatically associated with a specific ticket (Ticket X) based on your search criteria.

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