topic Re: Looking to make associated ticket contact required upon closing ticket. in Tickets & Conversations

Looking to make associated ticket contact required upon closing ticket.

GMarkham — Mon, 22 Jan 2024 13:25:43 GMT

Currently we have associated company + contact as required fields on the create ticket form. This info. is not always known at time of ticket opening.

Can we have this as a requirement to be able to move the ticket from "issue reported" stage to "closed tickets"?

The contact info. is known by the time the tech. resolves the ticket.

Re: Looking to make associated ticket contact required upon closing ticket.

karstenkoehler — Mon, 22 Jan 2024 13:29:54 GMT

Hi @GMarkham,

Not out of the box, no. There aren't any settings for this.

Workarounds are possible if you're on an Enterprise subscription. Let me know if you are and I can detail the steps.

Best regards!

Re: Looking to make associated ticket contact required upon closing ticket.

GMarkham — Mon, 22 Jan 2024 13:31:44 GMT

What would the workaround look like on enterprise subscription?

Re: Looking to make associated ticket contact required upon closing ticket.

GMarkham — Mon, 22 Jan 2024 13:32:35 GMT

Could I make a custom property called "contact name" and make that property required before being able to move the ticket to closed?

Re: Looking to make associated ticket contact required upon closing ticket.

karstenkoehler — Mon, 22 Jan 2024 13:35:14 GMT

@GMarkham that's the right direction, yes. You would create a property that checks whether there is at least one associated contact, then use a workflow to check a single checkbox property. This property is required for moving a ticket to closed. The Enterprise subscription is needed to restrict users from simply checking this box themselves and removing editing access.

Just asking for a contact name wouldn't suffice, as you could enter "Jane Doe" and simply not associate a contact. From experience, users will not go the extra mile to create and associate a contact.

Re: Looking to make associated ticket contact required upon closing ticket.

GMarkham — Mon, 22 Jan 2024 19:13:36 GMT

I don't think the HubSpot enterprise is something that the company would consider at this time...

Re: Looking to make associated ticket contact required upon closing ticket.

FazleRabbihx — Wed, 24 Jan 2024 09:00:52 GMT

You can create a workflow for this.

If the "Ticket status = Closed" and "Number of associated contacts is unknown", then move them to the previous ticket status.

So, when anyone changes a ticket status to "Closed", and "Number of associated contacts is unknown" then this ticket will go back to the previous stage. Ultimately, the ticket status is "not resolved".

Re: Looking to make associated ticket contact required upon closing ticket.

GMarkham — Tue, 06 Feb 2024 15:37:10 GMT

Hello @FazleRabbihx I attempted to build the workflow as you described... however it only shows an option for "number of associated companies" no option for "number of associated contacts".

Re: Looking to make associated ticket contact required upon closing ticket.

FazleRabbihx — Tue, 06 Feb 2024 19:33:06 GMT

You need to create a calculation property called "Number of associated contact".

Re: Looking to make associated ticket contact required upon closing ticket.

GMarkham — Wed, 07 Feb 2024 13:33:42 GMT

@FazleRabbihx can we create that type of property with our service hub professional account? Also, what object type does that property fall under, (contact) or (ticket)?

Re: Looking to make associated ticket contact required upon closing ticket.

FazleRabbihx — Wed, 07 Feb 2024 13:59:44 GMT

Yes, you can create this type of property on the Service Hub Pro account. You need to choose the Ticket object to create this property.