Create Company to Ticket Associations for Custom Routing in HubSpot

Why is this hack helpful?

Getting the right records to the right people is essential for efficient sales, support, and service. HubSpot’s default assignment and routing tools are handy, but sometimes you need more control, like routing tickets based on the properties of an associated company, such as company name or annual revenue.

With this hack, you can use association workflows to route records based on the details of other objects in HubSpot. For example, you might want all tickets from companies with high annual revenue to go to your senior support team, or route tickets from specific company names to dedicated account managers. This approach gives you far more flexibility and ensures your most important customers get the attention they deserve.

Before you begin, you will need Service Hub Enterprise to do this hack using HubSpot's 

Steps to Set It Up

1. Set Up Associations Between Objects

   Make sure your records (e.g. tickets, deals, contacts) are properly associated with the relevant company records in HubSpot.

   • This is usually automatic, but you can use association workflows to ensure the right links are in place.

2. Create a Workflow Based on the Primary Object

   Go to Automation > Workflows and create a new workflow for the object you want to route (e.g. Ticket or Deal).

3. Add an “If/Then” Branch Using Associated Object Properties

   • In your workflow, add an “If/Then” branch.
   • Select “Associated company” as the object.
   • Choose the property you want to use for routing, such as:
     • Company name (e.g. “Company name is any of [VIP Client 1, VIP Client 2]”)
     • Annual revenue (e.g. “Annual revenue is greater than $1,000,000”)
   • You can add multiple branches for different routing rules.

4. Assign or Route Based on the Branch

   • For each branch, add actions to assign the record to the right owner, team, or pipeline.
   • For example, assign high-revenue company tickets to your senior support team, or route deals from specific companies to a named account manager.

5. Test and Refine

   • Test your workflow by creating or updating records that meet your routing criteria.
   • Check that the correct assignments are happening and adjust your branches as needed.

Wrapping Up

With this hack, you can take your HubSpot routing to the next level by leveraging associations and properties from other objects. This means you can build truly custom assignment rules—ensuring your most valuable customers and deals are always handled by the right people. It’s a powerful way to streamline your processes and deliver a better experience for both your team and your clients.

If your business has complex routing needs, this approach is flexible and can be adapted to almost any scenario. Just update your workflow branches and association logic as your business evolves.