topic Re: Is there a way for customers to close their own tickets in HubSpot? in Tickets & Conversations

Is there a way for customers to close their own tickets in HubSpot?

NicoleRinker — Mon, 29 Jul 2024 19:22:53 GMT

Hi HubSpot Community,

I’m currently managing our customer support operations, and I'm looking for a way to allow our customers to close their own tickets. In my previous experience with Zendesk, we had an automated response system where, upon opening a ticket, customers would receive a link to our help center. They could then click a button to close their own request if they found a solution.

I was wondering if HubSpot has a similar feature or if there's a workaround that anyone could recommend to implement this functionality. Any guidance or suggestions would be greatly appreciated!

Thank you in advance for your help.

Re: Is there a way for customers to close their own tickets in HubSpot?

DianaGomez — Tue, 30 Jul 2024 09:56:06 GMT

Hi @NicoleRinker,

Thanks for reaching out to the Community, I hope you are doing well 🙂

I was looking into this for you, but unfortunately, at the moment, it's not possible. I’ve noticed a similar idea already present in our Ideas Forum.
To contribute, upvote the existing idea and share more details about your specific use case in the comments.

Thank you!

Diana

Re: Is there a way for customers to close their own tickets in HubSpot?

Jigar_Thakker — Wed, 31 Jul 2024 15:08:38 GMT

Hi @NicoleRinker ,

To automatically close tickets, you can try this workaround:

Create a Custom Property: Add a property like "Issue Resolved" with a "Yes" or "No" dropdown.
Set Up a Workflow: When your team sets this property to "Yes," use a workflow to automatically change the ticket status to "Closed."

This might not be as seamless as Zendesk, but it should work well for you.
If you find this solution helpful, please mark it as a solution!

Re: Is there a way for customers to close their own tickets in HubSpot?

00000 — Mon, 05 Aug 2024 20:43:35 GMT

Hi @NicoleRinker ,

Just wanted to share how our organization is working around this until a smoother, native solution is launched.

Create:

Two new custom ticket properties. Both SingleLine Text and restricted edit access is recommended.

MatchOriginal

Create workflow to automatically copy ticket record ID to this property upon creation.

MatchFeedback

HubSpot feedback form that is set up to automatically create a ticket upon submission. How you set up the form may vary based on how your company collects feedback, but the following should be true:

MatchFeedback is a hidden field inside the form.

Autofill based on previous form submissions should be deactivated.

It should be clear that by submitting the form, they are closing the original ticket.

Workflow to associate ticket created by the closure form to the original ticket and close the original ticket.

How this works:

Insert button with a link to the closure form in automated emails associated with open ticket responses that are sent from ticket-based workflows, like an automated notification of reply.

The link will include the trick the prefilled form solution from this community post. In this example, the link to your form should end in

?matchfeedback={{ticket.hs_ticket_id}}

That ending will insert the original ticket's ID number in the MatchFeedback hidden field.

Client submits the form to close the ticket.

Create a ticket-based workflow that is triggered when a ticket is created with the closure form as the record source.

Use Create associations to associate the closure form ticket with the original ticket. The screenshots below uses a label pair of Original and Feedback.

Set property of associated ticket to close.

Depending on your initial ticket set ups and closure form questions, you may also need to set or copy additional properties from the closure ticket to the original ticket and vice versa.

Hope this workaround is able to help your organization! Please let me know if you have any questions.

Thanks,

Chel