We have an Inbox for Sales Support that receives Tickets from Sales Reps. We need Reps to have completed a range of fields in a Deal before they create a Ticket for Sales Support. How can I block creation of Tickets until there is data in a specific field or a Deal is in a particular stage?
Hi @BLaRosa,
You currently cannot from the user interface, at least not without also removing ticket create permissions.
Here’s what you could do:
- Create fields on the deal that will be used to populate ticket fields later
- Place these fields in the left sidebar of the deal record
- Set up conditional logic to enforce that your required fields are also filled: Set up conditional logic for enumeration properties
- Use a deal-based workflow to enroll records when all of the fields above are filled, then create a ticket record, then clear the fields from the sidebar again
Alternatively, you could encourage reps to think of filling the fields and sending them an internal email notification if a deal-based workflow finds associated tickets but missing field values.
Best regards
We already have fields that are needed, but Reps being Reps, they often hit submit without all of the information needed. I can’t easily automate as there can be a few options for the tickets e.g. if we have an order or a quote is needed, the Ticket goes to Sales Support, but if we need a complex proposal the Ticket goes to Pre-Sales instead. We have about 5 queues that Tickets could go to depending on a number of factors. We already limit ticket stages based on data being included, now I need to limit Ticket creation to overcome Reps not doing as they are asked.
@BLaRosa perfectly reasonable but as far as I know, ticket creation cannot be made conditional to deal properties. This does simply currently not exist. You could request this from the product team by submitting a post in the HubSpot Ideas section.