How to configure your HubSpot ticket names to show the contact name instead of the phone number

By default, when Aircall creates tickets in HubSpot, the phone number of the contact is automatically added to the Ticket Name. This happens because HubSpot’s Ticket object does not include a phone number property by default.

Displaying the number allows you to use click-to-dial functionality directly from both the Ticket and the Pipeline view.

However, if you prefer to display the Contact Name instead of the phone number, you can do so by following the steps below.

Step 1: Create an active list

Create an Active List to include all Aircall Tickets , with any status, from the pipeline of your choice

The list should include the following filters:

• Any associated ticket has: 
  • Pipeline is any of Support Pipeline, 
  • Ticket Status is any of New (Support Pipeline), Waiting on contact (Support Pipeline), Waiting on us (Support Pipeline), or Closed (Support Pipeline.
  • Ticket name contains any of Aircall.

Step 2: Create custom Ticket properties

Next, create two new custom Ticket properties to store contact information.

Properties to create:

• Contact Full Name

• Contact Phone Number

Step 3: Create a contact-based workflow

Now, build a Contact-based workflow that uses your Active List from Step 1 as the trigger. Set the Contact Full Name custom properly value to the contact’s first and last name using contact tokens.

Step 4: Copy the contact’s phone number

Within the same workflow, copy the property value from the contact’s phone number property to the Contact Phone Number custom Ticket property.

This allows you to retain phone number visibility on the Ticket even after changing the Ticket Name to display the contact’s name.

Step 5: Create a ticket-based workflow

Finally, create a Ticket-based workflow that updates the Ticket Name property to the newly created Contact Full Name custom property.

All new HubSpot Tickets created by Aircall will now display the Contact Name in the Ticket Name field instead of the phone number, while still retaining the number in a dedicated Ticket property for click-to-dial functionality when needed.