Can I embed a Jotform form as the ticket submission form?

Service Hub Tips, Tricks & Best Practices
,
1

ie. can I make the orderform for my company’s services the same form that submits a ticket?

The current jotform orderform that we use is a complex form with a lot of conditional logic (separately, the form submissions populate a google sheet and google sheets is integrated to another software for my workers in the field, for context)

If using Jotform doesn’t work, how does your in-house form stack up to jotform for features?

Either way, I have some concerns about this. With doing this, literally every order creates a ticket, if that’s a correct assumption? Is that a problem? Some clients put in 20 orders a day. I don’t want them to have, eg. transcripts for each ticket/ each order emailed to them.

In general, I’m just wondering how to differentiate orders from tickets. It’s a delivery service so orders have to be made via a (fairly complex) form.

thanks

2

Hey @nickyFbaby yes if you were to use a HubSpot ticket form, every form would create a ticket, they would also log to a contact record if capturing email address. HubSpot contact records have a limit of 1000 form submissions so they would stop associating these submissions with the contact record after 1000 submissions, the submissions would still come through but it would not be associated with the contact record.

You can indeed use your existing jotform to create tickets if you wish however. This would require some custom development, HubSpot offers a create tickets api using this you can create a ticket from an external source. You could use this to send data from your jotform to HubSpot to create a ticket based on whatever data you wish to send to it.

3

Hi Tom,

Thanks for your detailed reply.

Would it still create a contact record if the orderform is a Jotform?

Where I’m at in general is I’m trying to look ahead to see if creating a ticket for each order submitted would be a benefit or a hindrance. (Rewind a bit, my business is a courier service and the orderform I’m referring to is somewhat similar to what you fill if you’re sending something with UPS (address weight dimensions etc. except the form has much more because there are certain fields that show up once you, for example, note that you’re a florist. So, it’s has a ton of options and conditional logic)

The first thing that comes to mind about creating a ticket for every delivery order placed is a pharmacy client who does 30 deliveries a day and I’m imagining them having to close 30 tickets manually the following morning. This seems congested. Maybe there are settings to address this.

What is starting to take shape in my mind is that the orderform to submit a delivery would be separate from hubspot and that the tickets and contact record would be for other communications. I guess, in that case, the ticket would not automatically link with the particular delivery that there is a question or concern about which isn’t ideal but perhaps okay.

There are other kinds of deliveries (for example a single, complicated delivery and huge load going far out of town from a client that orders once a week) that would, on the contrary, fit well with a contact record for each delivery.

For context and backstory, here is how I’ve arrived at hubspot… me… who knows nothing and has a 10 year old static website… just wanted a customer login on my site to be able to verify customer identity and, also, because a customer login enables me to automate prefills for certain fields in the orderform because, for example, my pharmacy client does NOT want to enter their own location for the pick up address 40 times a day. So, I just wanted a customer login. But then I thought well what will be in the customer portal once they log in other than my order form? will there be nothing there? that didn’t seem great. That’s how I learned about customer portals.

However, portals seem geared towards customer support and creating tickets for eg. technical issue but this seems different than my business model. For me, the activity will mostly be to place orders.

Basically, I don’t know how to imagine my business model integrating with a customer portal.. and yet I need a customer login. I’m sure I’m missing some obvious way to be looking at this.

Thanks and pardon the slow reply. I’ll be more punctual.

4

Hey @nickyFbaby the integration would need to be custom developed, so would create a ticket from anything you wish. You could have your regular jotform that submits as normal and operates exactly as you have now.

Then you would either have a trigger to send data to create a HubSpot ticket, or build some sort of filter to only send specific data to create a ticket. It would really be down to how you wish to develop this, it would require some developer skills however.

You could only create tickets if there’s certain data in a form, if the visitor ticks a certain box etc. Any criteria you like.

If you like, you could also develop something to search existing tickets and append new submissions to that ticket. The world in your oyster really! The only consideration is that is would require custom development!

I’m not a developer myself, but I do work with a great team who have developers from time to time, if you’d like me to put you in touch feel free to drop me a DM!

5

Hi Tom,

Thank you very much. This is taking shape in my mind a lot better now.

That’s all for now.

Thanks,

Byron