topic Re: Ticket Types? in Tickets & Conversations

Ticket Types?

Geoffww — Fri, 17 Jan 2020 20:50:11 GMT

How can I create custom ticket types? I found how to create ticket statuses. Is pipeline the same as a ticket type?

Cheers

Re: Ticket Types?

Phil_Vallender — Sun, 19 Jan 2020 12:31:48 GMT

You can not create custom ticket types, as in you can not cerate addition ticket objects in HubSpot.

Ticket pipelines a visual presentations of different channels or jourenys that tickets go through on their way to being resolved. These could be a good way to sepate different types of ticket your organisation works on.

Hope this helps.

Re: Ticket Types?

Geoffww — Mon, 20 Jan 2020 18:58:46 GMT

Okay thanks. I realized what I was trying to accomplish can be done with custom Properties.

Re: Ticket Types?

Nynke_HM — Wed, 22 Jan 2020 14:26:47 GMT

Hi @Geoffww ,

Just a small addition from my side: maybe the default ticket property 'Category' could help you out with this as well.

Best,

Nynke

Re: Ticket Types?

Geoffww — Thu, 23 Jan 2020 19:33:17 GMT

Hi Nynke,

Thanks for the suggestion. Actually Category would be used differently in our case, and unfortunatley not as functional as our current system in that there are no Sub Categories which is a problem for us. Ticket Type examples are: Onsite Install, Remote Install, Support, RMA, etc. Categories would fall under Support tickets such as: Hardware issue, Software issue, Network issue, etc. And each of those need a sub category but looks like Service Hub doesn't have the ability to have sub categories.

Cheers