When creating Tickets in HubSpot, Aircall automatically adds the phone number of the Contact in the Ticket Name, as HubSpot Tickets do not have a phone number property. This allows users to leverage the click-to-dial functionality both from inside the Ticket and from the Pipeline view.
Some users may wish to display the Contact Name instead of the Number however, which is possible by following the steps below:
Create an Active List with the following filters. This will pull in all Aircall Tickets, with any status, from the pipeline of your choice
Create two custom Ticket properties: Contact Full Name & Contact Phone Number
Create a Contact based workflow with all Tickets from the Active List created in Step 1 as the trigger, and set the Contact Full Name custom property value to the associated Contact record's first and last name (via contact token)
Copy the property value from the Contact's Phone Number property to the custom Ticket property Contact Phone Number (this is so we can keep the phone number on the Ticket Object regardless of the name change)
Create a separate Ticket based workflow making every Ticket set the Ticket Name property to the newly created Contact Full Name custom property
That's all! 🎉 Your HubSpot Tickets, which are created by Aircall, will now display the Contact Name.
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!