Our client, a home services platform, needed a seamless and automated system to manage incoming service requests and distribute them efficiently to a pool of service providers such as plumbers and home repair professionals. They use Eurolinx. Their goal was to use HubSpot not only for lead generation but also for dynamic ticket assignment, communication, and response tracking all within strict response time constraints, for which they needed Eurolinx HubSpot integration.
The system needed to ensure timely communication with relevant service providers. This also prevents duplication of job claims and intelligent fallback routing in case of rejections or no responses.
HubSpot CRM: For form submissions, ticket creation, contact management, and workflow automation.
HubSpot Workflows: To automate ticket routing, email triggers, and conditional logic.
Custom Code Actions in HubSpot Workflows: For advanced logic like random assignment.
HubSpot Forms: For capturing service requests.
HubSpot Custom Properties: To manage service codes, job status, and provider preferences.
A form on the website collects service request details. Once submitted, tickets are automatically created in HubSpot. The service requests are then matched with appropriate providers based on service codes and availability.
After matching, an email notification is sent to the selected providers, giving them a strict 8-hour window to accept or reject the job. They receive a form link that they must submit to claim the job.
Once a provider accepts the job, it is locked and no further responses are accepted. If the job is not accepted or no response is received within the timeframe, it is escalated to other providers.
If all providers reject or fail to respond, the job is assigned randomly as a last resort.
Service Matching Logic: Matching incoming requests to the right provider from a list of many, using HubSpot’s limited native logic.
Response Time Tracking: Implementing time-based logic to enforce the 8-hour window using HubSpot’s workflow tools.
Fallback Handling: Re-routing jobs automatically to alternative providers upon rejection or no response.
Final Assignment Logic: Automatically assigning the job randomly when all providers decline or timeout.
Computan integration experts created custom properties in HubSpot to tag providers with service codes and used dynamic list filters and workflow branching to route requests correctly.
Our team of integration experts also implemented workflow delays and time-based branching to allow for an 8-hour response window. If no response was recorded, the job would be escalated to the next provider.
The team made sure that a hidden form field and property are used to mark the job as "claimed" once a provider accepted, and workflows were stopped from sending to others.
Our HubSpot integration experts designed conditional branches within workflows to check each provider’s response before moving to the next one in line.
The integration professionals also used a custom code action in HubSpot’s workflow to select a random provider if all others had declined or timed out, bypassing earlier decisions at the final stage.
80% Reduction in Manual Intervention: The fully automated workflow eliminated the need for manual job assignments or follow-ups.
100% Job Coverage: No service request was left unattended due to fallback routing and final-stage random assignment.
Faster Response Time: Providers were automatically notified, and most jobs were acknowledged within the first 4 hours.
Improved Job Allocation Transparency: Providers and admins could track each job’s status within HubSpot clearly and in real time.
Scalable Solution: The system can now handle high volumes of service requests and providers without requiring additional resources.
Integration Developer: Tameem Ahmed, Usman Akhtar
Team Lead: Huzaifa Ahmad, Zeeshan Ibrar
