topic No contact record - Ticket Submission Form in Tickets & Conversations

No contact record - Ticket Submission Form

DSaha7 — Wed, 12 Feb 2025 10:40:14 GMT

Hi,

We are using Service Hub for support ticket management and recently noticed that one of our ticket submission forms is displaying "No contact record." As a result, the ticket is not associated with any contact or company, making it impossible to identify the person who submitted the support request.

Has anyone encountered a similar issue or have any insights on what might be causing this? Any suggestions would be greatly appreciated.

Re: No contact record - Ticket Submission Form

karstenkoehler — Wed, 12 Feb 2025 10:41:25 GMT

Hi @DSaha7,

Have you made sure that the properties required to create a contact (foremost 'Email') are both included and set to required in your ticket form?

Best regards

Re: No contact record - Ticket Submission Form

DSaha7 — Wed, 12 Feb 2025 10:44:53 GMT

Yes, without an email and password, no one can access our support ticket form.

Re: No contact record - Ticket Submission Form

karstenkoehler — Wed, 12 Feb 2025 10:46:13 GMT

@DSaha7 accessing the form is something else than the email field actually being on the form and being a required field. Is that the case?

Re: No contact record - Ticket Submission Form

DSaha7 — Wed, 12 Feb 2025 10:50:58 GMT

Yeah, we don’t have an email field as a required part of the form. But This is the first time we observed that No contact record.

Re: No contact record - Ticket Submission Form

karstenkoehler — Wed, 12 Feb 2025 10:51:59 GMT

@DSaha7 if the contact does not enter their email address, no contact record will be created. You need to include this field and make it mandatory.

Re: No contact record - Ticket Submission Form

DSaha7 — Wed, 12 Feb 2025 10:56:04 GMT

Thanks for your guidance! However, this has never happened to us since we started using it in July 2023. Has anything changed on HubSpot's end?

Re: No contact record - Ticket Submission Form

karstenkoehler — Wed, 12 Feb 2025 10:57:13 GMT

@DSaha7 I'm not aware of anything changing in this regard, no.