Allow customization of the Slack notification card layout for Help Desk tickets

HubSpot Ideas
1

Hello,

When a Help Desk ticket is synced with Slack (native bidirectional sync), HubSpot posts a single dynamic card that updates in place — which is great — but the layout and fields shown on this card are fixed and cannot be customized.

The core issue: when the Help Desk channel is linked to a form, all form properties are automatically pulled onto the card with no ability to select or filter which ones appear. This makes the card cluttered with every submitted field, while the ticket status itself — arguably the most important piece of information — is hidden behind a “Show more” click instead of being visible at a glance.

It would be very valuable to be able to choose:

  • Which properties appear on the card (instead of automatically pulling in every form field)
  • The order in which fields are displayed
  • Key fields like ticket status shown directly on the card by default, not behind “Show more”
  • Whether to surface custom properties (e.g. priority, SLA status, associated Carpark Profile / site reference) directly on the card

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Use case:
Our team relies on Slack as the primary operational layer for maintenance/install tickets. Being able to control which fields appear — and having status visible without an extra click — would significantly speed up triage for field teams monitoring the channel.

Closed ticket visibility:
When a ticket moves to a “Closed” status, the Slack card should visually stand out to make the resolution immediately obvious at a glance — for example a distinct color/border, a checkmark icon, or a clear “:white_check_mark: Closed” state. Today, a closed ticket looks visually identical to an open one on the card, making it hard for a team scanning the channel to tell at a glance which tickets still need attention versus which are resolved.

Thanks!

2

Hi @barote, well scoped ask, especially calling out ticket status visibility since that’s exactly the kind of thing people miss when everything’s collapsed behind Show more.

Have you tried the workaround of building a custom property that concatenates the key fields you want visible (status, priority, SLA) into a single summary property, then mapping just that one to the Slack card? It’s not real reordering, but it can get the priority fields front and center without waiting on native customization. Curious if that’s been tried, or if it doesn’t quite solve the visibility problem you’re describing.

3

Hi @TeeTech

Thanks so much for the suggestion! That’s a good workaround to explore, though I suspect it runs into two issues.

First, I can’t currently choose what surfaces on the Slack card — it automatically pulls in whatever form properties are visible on the ticket. So to get the concatenated property to show up at all, I’d likely need to add it as a empty field on the form itself, then have a workflow populate it after ticket creation.

Second, and this is the bigger issue: only the native ticket properties (status in particular) seem to update live on the Slack card once posted. If the concatenated property is populated by a workflow after the card is created, I don’t think that update would reflect back on the card the same way status does.

So it might get a summary property to appear on initial creation, but I’m not confident it solves the core visibility problem, especially for status changes over time, since that’s precisely what update dynamically today.

I will test it to make sure my suspicions are correct