How can I automatically add user's name to tickets

Service Hub Tickets & Conversations
1

Hello all,

I’ve created a chatbot to gather bug reports and feedback from users that are logged in and using my platform.

Currently the ticktes are opened without any associated contact or company and I do not want to ask them to fill in their name and email - because they are already logged in.

Could anyone help me resolve this?

Thanks,

Dan

impala.digital

2

@DLevAlmagor you shouldn’t need to ask for their name because that will associate automatically once you have an email and you can always get creative with asking for their email, here are a few examples I’ve used:
Let’s confirm your email on file is correct.

Which email would you like us to send a copy of this chat to?

I’m just a robot, could you confirm your email so I can update the report/ticket/issue and our team can follow up?

First things first, what is your email so I can create a ticket for you?

3

Thank you :slightly_smiling_face:

I had a feeling I shouldn’t. Perhaps it’s because I’m testing the bot on our staging enviroment but the tickets aren’t getting the names. Should I ask my developers to tweek the Hubspot code to make this happen? Push the email we have for that user on our end to Hubspot and append it to the ticket…

If all else fails, I will add this step of asking for their email though it seems weird as they are logged in and everything.

4

@DLevAlmagor if your developers can pass the email from the login through to the ticket, that would be ideal. I assumed by your question you might have already tried that route and it wasn’t successful.

Maybe others in the community will have a better suggestion :slightly_smiling_face:

5

Thank you. I’ll ask them

6

Well I got another suggestion from the HS live support. I’m having one of my developers see if it resolves the issue today :slightly_smiling_face:

Thanks! So HubSpot would normally be able to track a visitor if they submit one of your forms and after doing so HubSpot would be able to recognize them when they return to your site (this kb doc details this further). However, I can see on your login page that it does not have one of your HubSpot forms in place but instead has a login form that asks for email and password. That said, a potential workaround could be to install the HubSpot tracking code on the login page and enable the non-HubSpot forms tool (see this doc) so that when the login form is submitted, HubSpot would be able to track the submission and the person who submitted