Hi there.
We use the Aircall x Hubspot integration, and log all calls as tickets in Hubspot.
I created several properties to log, of which several are conditional.
From the ticket overview the conditional properties are working. When choosing a certain Maintopic, the associated Subtopic is shown (and required to fill out).
However, the conditional properties are not working via ‘Inbox’. When closing a ticket (e.g. a ticket generated via Whatsapp) and choosing the Maintopic, the associated subtopic is not shown.
If I make all Subtopics visible, the associated Subtopic is not required.
Am I missing something? Or is this simply not yet available?
Sander.
Hey @SanderKok,
Thank you for reaching out and explaining the situation in detail.
It sounds like you’ve set up conditional properties that work correctly in the ticket overview, but you’re encountering issues when trying to use these properties in the Inbox, especially when closing tickets generated via channels like WhatsApp.
This behavior might be due to the limitations in the Inbox tool regarding conditional properties. Currently, the full functionality of conditional properties in the Inbox, such as automatically showing and requiring specific subtopics based on a selected maintopic, may not be fully supported.
As a workaround, please ensure that all necessary properties are manually visible and required in the Inbox settings when closing tickets.
I would highly recommend you to please post this idea at our ideas forum (here).
Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue advocate for its implementation on your behalf by upvoting it on the thread.
Kindly,
Pam