Changing the pipeline connected to a channel

[08224]

Hi,

I have two pipelines:

• Support pipeline
• Inbox pipeline

Previously, we connected everything to the Support pipeline. Now we’re reorganising things, and I want to move some of the forms to the Inbox pipeline. I managed to do it once, but I can’t seem to replicate the process.

[MohakSethi]

Hi @08224,

Here’s a similar concern with the solution. This might help: https://community.hubspot.com/t5/Tickets-Conversations/How-to-change-connection-of-form-and-pipeline/m-p/585095

[08224]

Thanks but it is outdated. I don’t have such option

[MohakSethi]

@08224 , Thanks for clarifying. This shouldn’t happen , let me break this down step-by-step. Please let me know if there’s any discrepancy here.

As I can see in SS, the forms are connected to the Inbox correctly.

1. Click Edit on the particular form, which needs the pipeline change.

2. Click Edit Ticket

3. Change the Pipeline

Try refreshing on the ticket edit page if it doesn’t show up. Also, make sure the form doesn’t have access restrictions.

If this still doesn’t work, let me know, will figure out a workaround here.

[08224]

Hi MohakSethi,

thank you for your answer.
Unfortunatley I have problem with point 2 from your instruction.
1. I am here:

2. I am clicking edit on one of the form:

3. And it opens such page which is different tha yours;( I don’t have edit ticket button
Any suggestions:( ?

[MohakSethi]

Quick questions: Is this a standard form you created in Form Editor, and are you using Service Hub?

[08224]

Yes, this is regular form created in hubspot:

And we have Service Hub - we have acces to helpdesk etc.

[MohakSethi]

Thanks @08224

There are two possible methods to resolve this. First one should work. I tested it in different scenarios. I just needed to refresh, reload, give it a few minutes sometimes, and the edit ticket pipeline showed up every single time.

First - Form:

Verify your form has automatic ticket creation enabled. It should look something like this (Form > Settings > Submission settings > scroll down)

If not, then switch it on > select Inbox

Reload/Refresh form and Inbox setting page multiple times, give it a min or two, then refresh again and again.

Now go back to inboxes > form channel > edit > change ticket pipeline.

If it’s already on, switch off the connection from inbox > go to the form > switch off the automatic ticket generation > publish changes > refresh > switch it back on > connect to inbox > in inbox settings, you should be able to see it back > edit > change ticket pipeline.

If it doesn’t work, then,

Second - Helpdesk:

Go to inbox > form > click on options > move to help desk

Select Leave All Conversations in Inbox (if you don’t need to access them in help desk, as we are just doing this to change pipeline) > Move Channel only

Go back to Help Desk > Channels > Form > Edit

Edit ticket properties for this channel > change ticket pipeline

If this method doesn’t work as well, you’ll need to create a fresh form via inbox > add channel > new form. For this form, everything would be visible inside inbox settings from the get-go, but you’ll need to set up everything else, fields, publish, workflow, access, etc, just like the current form you have.

Hopefully this helps. If it works, kindly accept it as a solution to help the community

[08224]

Hi, unfortunately neither solution is working

I simply can’t complete this step:
Go to inboxes > form channel > edit > change ticket pipeline.
That field isn’t visible for me at all. I followed the previous steps, but when I get to this part, it’s impossible for me to change the pipeline.

We don’t want to use Inbox forms in Helpdesk. For us, it’s a completely separate part of HubSpot meant for handling support tickets - not sales enquiries submitted via forms.

Anyway, I managed to move one ticket from a form to Helpdesk, and once it was there I could change the pipeline. But now I can’t move it back to the Inbox from Helpdesk with keeping the correct pipeline
In my opinion there is a bug which is not displaing all options when I am clicking inbox > form channel > edit > change ticket pipeline.

[MohakSethi]

Hi,

"We don’t want to use Inbox forms in Helpdesk. For us, it’s a completely separate part of HubSpot meant for … via forms."

If this is a deal breaker, then we cannot pursue a workaround, as the ticket pipeline editor can only be viewed for support forms in HubSpot, which is the actual purpose of any channel for a ticket pipeline in the first place. More info here.

Solutions mentioned above are the only fixes to the issue here.

[08224]

Sorry I replied outside thread:)
So MohakSethi how we should set up this?

We currently use HubSpot in a specific way:

• Customers who reach out for support (via the in-app chat or a dedicated support form) are routed to a helpdesk connected to support pipeline, where they receive an automated email confirming that a support ticket has been created. CX team is dealing with them.
• On the other hand, we have contact forms on the website for potential business inquiries (various types) and emails coming to hi@…, which we believe should go to a shared inbox, connected to a inbox pipeline, managed by other teams (e.g. Sales or Partnerships).

Given this setup, what’s the correct way to configure these channels and pipelines in HubSpot? Right now we don’t see option to connect forms to inbox piepline and take them off from help desk. Right now even business inquiries from forms are going to the helpdesk, which doesn’t make sense – these people are not asking for support, but are interested in working with us. They receive the wrong type of automated message and their requests are handled by the wrong team.

[08224]

So how we should set up this?

We currently use HubSpot in a specific way:

• Customers who reach out for support (via the in-app chat or a dedicated support form) are routed to a helpdesk connected to support pipeline, where they receive an automated email confirming that a support ticket has been created. CX team is dealing with them.
• On the other hand, we have contact forms on the website for potential business inquiries (various types) and emails coming to hi@…, which we believe should go to a shared inbox, connected to a inbox pipeline, managed by other teams (e.g. Sales or Partnerships).

Given this setup, what’s the correct way to configure these channels and pipelines in HubSpot? Right now we don’t see option to connect forms to inbox piepline and take them off from help desk. Right now even business inquiries from forms are going to the helpdesk, which doesn’t make sense – these people are not asking for support, but are interested in working with us. They receive the wrong type of automated message and their requests are handled by the wrong team.