How We Solved Ticket Ownership Challenges with Round-Robin Workflows in HubSpot

Managing customer tickets can be tricky when multiple team members handle meetings. Without the proper process, assigning tickets manually can lead to mistakes and slow responses.

One of Origin 63’s clients faced this problem. They wanted to ensure the right person followed up with customers after round-robin meetings, but manual ticket assignment was causing delays. 

We provided a simple solution by setting up an automated HubSpot workflow that made ticket ownership faster and easier.

The Challenge: Manual Ticket Assignment Slowing Down Processes

The client's round-robin meeting setup worked well for sharing bookings across their team. But once a meeting was booked, the follow-up process became a challenge. Assigning tickets manually to the correct meeting host took time, often leading to mistakes. 

This slowed down response times and created confusion for the team and customers expecting timely support.

The problem was more than just inefficiency. There was a real risk of customer concerns slipping through the cracks. This inconsistency didn't just affect operations—it impacted customer trust and satisfaction.

The client needed a better approach to:

• Quickly identify the correct meeting host for each booking.
• Automatically assign ticket ownership without manual intervention.
• Ensure every customer receives consistent and timely follow-up.

The client risked slower service, more mistakes, and a disconnected customer experience without solving these issues. They needed a system that could keep up with their growing volume of meetings while ensuring the highest service quality.

How Origin 63 Solved the Problem with HubSpot

Origin 63 designed a custom HubSpot workflow that made ticket ownership automatic. This solution removed the need for manual steps, reduced mistakes, and ensured that the right person followed up with customers every time.

1. Setting Up the Workflow Trigger

The process began by setting up a trigger in HubSpot. This trigger made sure that the workflow only started when it needed to. Specifically, the workflow began when a contact booked a meeting using the client's round-robin meeting link. 

This step was important because it ensured that only real, relevant bookings would trigger the ticket creation process. Once this trigger was in place, the foundation of the workflow was ready.

2. Creating Branches to Identify the Meeting Host

After setting the trigger, the next challenge was determining who hosted each meeting. Origin 63 solved this by creating an innovative branching system in HubSpot. The workflow first looked for meetings within the last day, ensuring it picked up the most recent events. Then, it examined the meeting description to find the host's name. 

For example, if the description said, "Claudia Encinas is inviting you to a scheduled Zoom meeting," the system recognized that Claudia was the host.

Each branch of the workflow was named after the specific host it represented. This helped keep things organized and easy to manage. This setup meant the workflow could identify who should be assigned as the ticket owner for each meeting.

3. Automating Ticket Creation and Assignment

Once the host was identified, the next step was creating and assigning the ticket. The workflow automatically created a new ticket in HubSpot after confirming the host. It then assigned the ticket to that host, ensuring the right person was always responsible for follow-up. 

The ticket could also include extra details, like a custom name or status, to match the team's preferences and make it easier for the host to take action.

This automated system meant there was no need for someone to create and assign tickets manually. Everything happened smoothly and quickly, helping the team focus on customer service instead of administrative tasks.

4. Testing to Make Sure It Worked Right

To ensure the system worked as expected, Origin 63 ran multiple tests. They booked test meetings using the round-robin link and checked if the workflow correctly created and assigned the tickets. 

Each test helped confirm that the ticket was sent to the correct host without mistakes.

When any issues came up during testing, adjustments were made to the workflow. This step was essential to ensure that the system would work perfectly every time it was used in real situations. At the end of testing, the team was confident that the workflow was ready for action.

To confirm the workflow was working, Origin 63 ran tests:

• They booked test meetings and watched how the system created and assigned tickets.
• Each test helped check that the ticket went to the right person.
• When small mistakes showed up, the workflow was adjusted to fix them.

This testing ensured the system worked well when used for real customer meetings.

The Results: Faster, Smarter Ticket Management

The new workflow significantly improved the client’s ticket management process, reducing delays and increasing service efficiency.

1. Saving Time by Reducing Manual Work

Before the workflow, the client manually created tickets and assigned them to the correct hosts. This process was slow and often prone to errors. 

With the automated workflow, tickets were created and assigned immediately after a meeting was booked. This change saved the team hours of manual work each week. 

They no longer needed to double-check assignments or fix mistakes, allowing them to focus more on resolving customer issues and less on administrative tasks. The reduced workload also meant team members could handle more customer interactions without feeling overwhelmed.

2. Faster Responses for Better Customer Service

Speed is critical in customer service. When tickets are assigned late, customers have to wait longer for help. The new workflow ensured that tickets were transferred immediately after a meeting was booked. 

This meant the right team member could start working on the customer's issue faster. The quicker response time helped build customer trust and led to more positive experiences. 

Customers appreciated the fast follow-up, and the team felt more confident knowing they provided prompt service.

3. Growing with Ease Through Scalability

As the client’s team expanded, the workflow adapted quickly. When new hosts were added, including them in the workflow was simple by creating an additional branch. 

This flexibility meant the system could grow with the business, supporting new team members without complicating the process.

The client didn’t need to overhaul the system every time a new host joined. Instead, they could make quick updates and keep the process running smoothly. This made the solution future-ready and adaptable to changing business needs.

Applying the Same Process for Other Needs

The success of this ticket ownership workflow led the client to explore other ways to use the same process. They realized the approach could also automate lead assignments, task ownership, or follow-up processes. 

This discovery meant they could streamline more of their operations, improving consistency and reducing manual work across different parts of their business. 

The client now had a reliable, adaptable method they could use whenever they needed to assign responsibility based on meeting details. This opened the door for broader efficiency gains beyond customer support.

The custom HubSpot workflow wasn’t just about saving time. It made the client’s customer service more substantial and more reliable. Tickets reached the right people quickly, reducing confusion and delays. The team worked more efficiently, and customers got better service.

This case shows how simple automation can transform a process and make work easier for teams and better for customers.

Ready to Simplify Your Ticketing Process?

Slow, manual processes can hold your team back. Origin 63 builds custom workflows in HubSpot that simplify operations and help businesses grow.

If you’re ready to take the manual work out of ticket management, contact us to learn how we can help you automate your processes and improve customer service.