Currently we have associated company + contact as required fields on the create ticket form. This info. is not always known at time of ticket opening.
Can we have this as a requirement to be able to move the ticket from “issue reported” stage to “closed tickets”?
The contact info. is known by the time the tech. resolves the ticket.
Hi @GMarkham,
Not out of the box, no. There aren’t any settings for this.
Workarounds are possible if you’re on an Enterprise subscription. Let me know if you are and I can detail the steps.
Best regards!
What would the workaround look like on enterprise subscription?
Could I make a custom property called “contact name” and make that property required before being able to move the ticket to closed?
@GMarkham that’s the right direction, yes. You would create a property that checks whether there is at least one associated contact, then use a workflow to check a single checkbox property. This property is required for moving a ticket to closed. The Enterprise subscription is needed to restrict users from simply checking this box themselves and removing editing access.
Just asking for a contact name wouldn’t suffice, as you could enter “Jane Doe” and simply not associate a contact. From experience, users will not go the extra mile to create and associate a contact.
I don’t think the HubSpot enterprise is something that the company would consider at this time…
You can create a workflow for this.
If the “Ticket status = Closed” and “Number of associated contacts is unknown”, then move them to the previous ticket status.
So, when anyone changes a ticket status to “Closed”, and “Number of associated contacts is unknown” then this ticket will go back to the previous stage. Ultimately, the ticket status is “not resolved”.
Hello @FazleRabbihx I attempted to build the workflow as you described… however it only shows an option for “number of associated companies” no option for “number of associated contacts”.
@FazleRabbihx can we create that type of property with our service hub professional account? Also, what object type does that property fall under, (contact) or (ticket)?
Yes, you can create this type of property on the Service Hub Pro account. You need to choose the Ticket object to create this property.
