Managing service tickets efficiently requires clear ownership, but syncing this data between platforms can be a challenge.
A client in the service industry faced issues syncing Salesforce case owners with HubSpot ticket owners. Although case records synced between the systems, ownership details didn’t transfer correctly, leading to confusion and inefficiencies.
Origin 63 created a streamlined solution to ensure accurate ownership mapping, bridging the gap between Salesforce and HubSpot.
The client needed to ensure that ticket ownership details from Salesforce were correctly reflected in HubSpot. However, several obstacles made this difficult:
This gap in syncing capabilities led to inefficient workflows, inaccurate reporting, and miscommunication between teams. To maintain data accuracy and streamline processes, the client needed a reliable solution that could bridge the ownership data across platforms.
Origin 63 implemented a simple but effective approach using export, transformation, and import techniques. This ensured accurate ownership mapping without requiring complex third-party tools or API work.
The first step was gathering the necessary data:
This dual export created a complete data set, ready for transformation.
The exported data required transformation to align ownership details across platforms:
This ensured that every Salesforce case was accurately connected to the correct ticket in HubSpot, ready for import.
After transformation, the final import file was prepared. It included:
Before importing, confirmation was sought from the client regarding the status of the Salesforce case owners. If an owner was inactive, the client was consulted to decide whether to map ownership to an active user or leave the ownership field blank in HubSpot.
Once confirmed, HubSpot’s import tool was used to update ticket owners accurately and efficiently.
Salesforce Object IDs served as the central link, connecting cases in Salesforce to tickets in HubSpot. Excel played a role in transforming and mapping the data, ensuring that ownership details matched correctly across platforms.
HubSpot’s Ticket Record ID ensured that ownership updates were applied accurately, preventing duplicates. This cohesive approach created a reliable, streamlined process for aligning ownership details across both platforms.
Here’s why this solution stood out:
Instead of using complex APIs or third-party integrations, the solution leveraged existing Salesforce and HubSpot features combined with Excel’s data transformation capabilities. This minimized complexity while maintaining accuracy.
The process was designed to handle large volumes of tickets. Once the structure was in place, repeating the process for future data imports became straightforward, ensuring scalability.
Focusing on structured exports and imports, the solution worked seamlessly with existing integrations. This meant there was no risk of disrupting core operations, and the approach remained flexible for future updates.
The process developed for syncing ticket ownership also has broader applications, including:
This approach ensures flexibility and adaptability across multiple systems and scenarios.
The solution delivered immediate benefits for the client’s service team.
Every ticket in HubSpot accurately reflected its owner from Salesforce. This reduced confusion, minimized manual corrections, and ensured a more reliable service process.
Faster Updates with Less Manual Work
Leveraging automation through structured imports ket the client reduced the time spent on manual ticket updates. This improved efficiency while reducing the risk of human error.
With consistent ownership information, service teams had greater clarity about who was responsible for each ticket. This improved internal workflows and helped ensure smoother client interactions.
The structured approach means the client can continue using the same process for future ownership updates. As new users or tickets are added, the system can adapt quickly and efficiently.
This solution didn’t require complicated systems or third-party tools. Focusing on structured exports, transformations, and imports, Origin 63 delivered a simple, scalable solution that streamlined ownership mapping and improved service efficiency.
Accurate ownership mapping improves service quality and strengthens internal workflows. Origin 63 helps businesses bridge gaps between platforms with tailored solutions that simplify complex processes.
If you're ready to streamline your ownership mapping and reduce manual work, contact us to learn how we can help.