The customer service team works daily from the conversations inbox (connected to ticket pipeline). When closing the ticket, they are required to fill in the questions below (see screenshot).
Currently, conditional logic is not possible in this pop-up, but it is very important for segmenting and reporting on conversations. Also, the dropdown fields are very long, so it would be much more efficient if we can reduce it by using conditional logic.
Good to know: their team doesn’t work via de ticket record, but only from the inbox.
Hi @RoosCompaijen! Thanks for this post.
Could you clarify what you mean by conditional? Is the idea to have the fields only display certain options in the dropdown based on the previous selection or are you trying to show different fields altogether based on the previous selection?
Best,
Kennedy
Hi Kennedy,
Thank you for your reply. The idea is to have the fields only display
certain options in the dropdown based on the previous selection.
Thanks @RoosCompaijen! Have you explored this Knowledge Base article? If the settings there do not affect the properties in the pop up you shared, then I encourage you to consider creating a post on our Ideas Forum here. If you find a similar idea, give it an upvote and share your unique use case in the comments.
Hi Kennedy, yes I am aware of that article. Unfortunately it doesn’t affect
the pop-up. Thank you, I will.
Hi there! Service HubProduct Manager here, and I just happened to stumble onto this post when searching for something else.
@MRoo Inbox is pretty good for managing customer conversations (and tickets) but are you aware of HubSpot’s all-new Help Desk workspace? It combines the best of the Inbox view and tickets into one place, and is where we are investing lots of features around how scaling support teams need to route, manage, and report on tickets in increasingly sophisticated ways. Perhaps if the customer migrated to Help Desk they would be able to manage tickets in the way that the want to.
Hi Eric, thank you for your reply. Yes, we are aware of the Helpdesk, this is something we investigate too.
