topic Re: Categories for Service tickets in Tickets & Conversations

Categories for Service tickets

RSootarsing — Wed, 20 Sep 2023 16:00:21 GMT

So I am not new to hubspot I have implemented a number of solutions using CRM, CMS and Marketing for other companies before.

I am now in a new company and was pleased to see they are already using hubspot when I arrived. They currently use it for CRM and Marketing, but use another tool for service. (Happy Fox) I thought it makes perfect sense to use the inbuilt service desk in Hubspot so started looking into it I have immediately hit the following roadblocks.

1) no proper categorisation I cannot set up two fields Category and sub category and have the choice from category influence what values will be presented in sub category.
2)No way to customise the ticket view dependent on values in the ticket

For example if the ticket is relating to tracking an order I would want a property of Tracking Number to be visible in the ticket

However if it is a request for general support or for a return I may want different fields visible.

Am I right in thinking I cannot customize the ticket view based on values in the ticket so Customer Service would need to scroll through all the properties rather than just being shown relevant ones?

Re: Categories for Service tickets

karstenkoehler — Wed, 20 Sep 2023 16:04:09 GMT

Hi @RSootarsing,

You're correct – dependent properties (selection from property 1 influences what's shown in property 2) are not a HubSpot feature. Other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Dependent-Properties/idi-p/420732 The product team reviews these requests based on their popularity so I'd recommend upvoting. You can also drive more traction to the idea by accepting my reply as a solution to point more people to it.

Regarding your requirement to show different fields based on a ticket characteristic, this is possible via conditional sections: https://knowledge.hubspot.com/crm-setup/customize-record-sidebars#make-a-record-sidebar-section-conditional-professional-and-enterprise-only

This does not include the about-this-ticket section which is the same across the entire portal. You can however add and "conditionalize" new sections.

Best regards!

Re: Categories for Service tickets

Lucila-Andimol — Thu, 28 Sep 2023 16:10:11 GMT

Hey @RSootarsing hope you are doing well.

So,

for the moment you cannot have 2 dependent/related properties (hope this arrives soons)

but you can have Category in one property and Subcategory in another property (or even multiple subcategories - one for each category option)

This can help you visualize tags in the Tickets dashboard,

prioritize them depending on the category chosen.

If you are using a ticket form to submit the tickets,

you can use dependent logic fields that will be shown depending on the category option chosen

(here's more info on how this works).

The Ticket record visualization can be customize

to the information you need to see

for example If the Category is A

you can have a special group of properties shown in the left bar of the ticket

for the support agent to complete or visualize.

This is called Conditional section (you got the link on Karsten post)

and this is how it 'd look like

Hope this helps.

Re: Categories for Service tickets

Lucila-Andimol — Fri, 29 Sep 2023 10:42:14 GMT

Hey @RSootarsing

so quick update

things changing fast this days.

Its is now available in Beta the Conditional Property Logic

to enter the beta you go to the menú on your photo (menu > top right)

click on Product updates > Beta > [Beta] Conditional Property Logic

Enjoy!

Re: Categories for Service tickets

karstenkoehler — Sun, 01 Oct 2023 08:04:03 GMT

Hi @RSootarsing,

Great news, this is now a HubSpot feature! See the announcement below:

[Public Beta] Conditional Property Logic

Sep 28, 2023

What is it?

Requiring the right data at the right time is critical to CRM data quality. Missing or incomplete data can throw off your ability to capture high-level insights or even take critical action based on information in a record. For example:

You want to capture the specific reasons why deals are lost

When a deal is closed/lost, users are required to select an option in Lost Category

They select ‘Product’ as the reason - but you want to know what types of Product-related reasons (bugs? incomplete functionality?)

Or another example:

You want to capture a customer’s billing information

When a user fills out Billing Method as Email, you want to require that they also fill in the Billing Email so you can bill the customer

Conditional property logic enables admins to show (and require) the right properties at the right time across the CRM. Today, in the ‘Customize the create record’ page, admins can set conditional logic for properties that have been added to the ‘Create record form. Now, admins will be able to set conditional logic for enumeration properties regardless of whether they have been added to the ‘create record’ form. This logic will be triggered when reps make edits to properties across the CRM.

If a property is required, users will not be able to save their changes until the required property has been filled.

Why does it matter?

Conditional property logic is a powerful tool to help you safeguard data quality and create a streamlined experience for reps interacting with records. This data management tool will help CRM admins lay the foundations for clean data and a smooth rep experience by guaranteeing that required information isn’t missing. And it will save time spent chasing down incomplete data.

How does it work?

HubSpot admins can set up conditional property logic in Property Settings > Conditional Property Logic tab.

These rules will be surfaced - alongside conditional stage properties- in the following places when a rep edits a property:

Record page highlight card, About section, association card, and ‘View All Properties’ page

Index page inline edit

Index page bulk edit (conditional stage properties will also now be enforced here)

Index page board view

‘Create record’ form

Demo Video

Who gets it?

All Hubs, Professional+ subscription.

If you're on a Professional or Enterprise subscription and you're not seeing these options yet, you should be able to opt into the beta here:

If you're not seeing the beta there, it'll probably appear in the next few days.

Have a wonderful day!