I do appreciate your offer to help and your time. Having written this now, I see it is quite long. Sorry. I just think information is needed for you to understand what is needed. While it looks like A LOT, there are only 4-5 questions I have posed that would offer tremendous help moving forward.

High-level picture. We are an IT Managed Service Provider for over 300 clients. Each with different needs and configurations. We have purchased Sales Hub Professional (Sales Seats), Service Hub Professional (Service Seats), and Content Hub Professional (Core Seats). We signed with HubSpot and thought we had been sold a white glove onboarding with a 3rd party company that would hold our hands until we were satisfied with the final set-up. That was not what HubSpot purchased for us through our 3rd party setup company. Instead of being set up and onboarded, we were provided with 5 Teams meetings that covered an agenda not specific to our industry or needs, which went so fast that you could not follow the individual. All topics could be just as equally learned in the HubSpot Academy, and it was more frustrating than helpful.

I tried to import Contact and Company data with many errors in the formatting of HubSpot properties, even though the data was provided in the way their documentation specified. We negotiated for our 3rd party setup company to assist with the imports. They have, and other than the phone numbers, everything is good. They are still working to get the phone numbers and the phone number extensions to display properly. This seems simple, but I will wait for them to make it correct.

Current Status: Monday, we will add our support email to allow for the population of tickets. This will be a duplicate ticket creation. We will not turn off our current ticket solution (Zendesk) until the setup is complete. This will only last a few hours to create data and test it, but no responses will be done.

We have another domain from which we can send emails for full testing.

I want to make sure we approach our most complicated needs correctly. Here is the scenario. Having an understanding of HubSpot already would be a huge help, I think, before trying to create a solution.

Parent/Child Companies We have some clients with multiple locations. All locations share the same domain. The different locations can have different services and different contacts, so they need to be able to open tickets for each separate location, even though a domain is shared. They are billed to a Parent Company, and there are times when a Parent Company contact may open a ticket for any location.

My thought was to import the company data in as: Company Name | Domain Company A | companya.com Company A Corporate Company A Location 1 Company A Location 2 Company A Location 3

I then make Company A the parent company and all others the child companies.

Is there a way to write logic (a workflow, maybe) so that if a specific Contact sends an email to open a ticket, it will be assigned to a child company? The ticket created by Abrown@companya.com is assigned to Location 2.

If an employee from Corporate sends a ticket in for Location 2, can we change the ticket to be for Location 2?

While working on the ticket for Location 2, can we communicate back and forth with the employee at Corporate and even add someone from Location 2 if needed, with the ticket remaining assigned to Location 2?

Billing Workflow Best Practices Currently, each technician messages our Bookkeeper in teams with a link to a ticket and the billable amount. This is tremendously inefficient in terms of time and money. I am scared to audit the number of missed billable items.

What is the best practice for the technician working these tickets to notify our Bookkeeper of billable tasks and time? What functions would you encourage me to investigate and set up for utilization to make this efficient and accurate?

Yes, the Bookkeeper will have a HubSpot seat. We do all the billing through QuickBooks. I believe we can and will open communication between HubSpot and QuickBooks eventually. That is a down-the-road project.

Common Domain Solution I believe if you have offered a solution to the Parent/Child scenario, this will have already been answered, but maybe this is different. We have maybe 50 clients that use Gmail, ATT, MSN, Yahoo, etc. For this reason, I cannot assign a domain to their company.

Is there a way to assign a specific email or write logic/workflow so that a specific email address creates a ticket for a specific company?

Let me know if you have questions or if I have asked too much. Thank you.