Form to ticket

Service Hub Tickets & Conversations
1

Hello,

We are building a universal ticket form that when is submited will create a ticket. We have 4 different ticket types that represent the 4 different pipelines. We currently have this form connected to one inbox and it is connected to one pipeline. is it possible to have this 1 form connect to the 4 different ticket pipelines? for example when the user selects the ticket type A it creates a ticket in pipeline A, and when they select B it goes to pipeline B etc. is this possible?

2

Hey @cclark2.

Welcome to the Community!

It appears a single form channel is tied to one pipeline by default. That said, I believe it could still be possible to route to the desired pipeline via workflows.

Here are a couple of resources that might help point you in the right direction:

I’d also like to tag in some of our Top Contributors to see if they have any suggestions on how to route a single form to multiple pipelines:

Hey @karstenkoehler, @GRajput, @GiantFocal -- Do you have any suggestions for @cclark2 on this?

Thanks in advance!

Sam, Community Manager

3

Hi @cclark2,

In a Service Hub Professional or Enterprise subscription, this is possible, yes, with workflows: Create workflows

You could create a workflow that:

  • Enrolls tickets when the property containing the four options is known AND it’s not matching the pipeline the ticket is currently in
  • Use “Edit record” to update the pipeline

Without workflows, this is not possible natively.

Best regards