The CRM relates all the information it contains thanks to the associations it allows to make between the different ticket/activity records
- Ticket associations:
The first step that we must perform or check with each ticket we work on is its association with the rest of the custom objects available in the CRM (project/products/etc).
This action is described in the procedure for internal use of the tool, see the "Manual association of ticket properties" section of said document.
It is of great importance to comply with this stage of the procedure to achieve traceability of each ticket managed by the department.
- Associations of activities:
All the activities included in the ticket also have associations that link them to the ticket, in addition to the master associations of the ticket itself. This association is defined natively in Hubspot, so that all activity carried out on a ticket is recorded in it, and also in the different custom objects to which it is associated. As it is a native command of the tool, it is not editable.
Therefore, it is common that when composing an email, writing a note or creating a task in the ticket, the activity is shown as associated to all the records in which the ticket is associated:
Sometimes, by mistake or due to a malfunction of the tool, it is possible that these associations register activities where they do not correspond, so to prevent it, it is necessary to review the activity associations field, before launching it to the CRM.
In this way, before writing an email or writing a note, it is advisable to check their associations, and indicate only the corresponding record in the ticket:
Thus, we prevent any problem that could arise in this regard.