We would like to make the “Ticket Resolution” field and “Ticket Category” field a required field - ONLY upon closing.
Currently we have other required fields on the ‘create a new ticket form’ but there is some info. that we need to capture, that is ONLY known at the time in which the ticket is being closed out.
In the meantime, all we’ve been able to do, is give the ‘ticket owner’ a notification/reminder - if certain fields are left blank.
However, our goal would be to make it mandatory to complete certain fields before the ticket can be moved to “closed tickets” stage.
I like to think of it as required fields but only after “this” is triggered.
Is this possible through workflows/automations maybe? Logic?
I’ve experimented with if/then rules and I cannot seem to set this up as intended.
In the ticket pipeline settings, by hovering your mouse over a stage, you can set shown and required properties per stage, see here: Set up and manage object pipelines
(The page is about deals but you should see the same options for tickets.)
hey @karstenkoehler I just wanted to thank you for your time and energy in putting the effort on resolving all kinds of issues, you’ve been helpful a lot of times.
Is there a reason for these conditional properties being reverted after saving?
I have set multiple required properties on a NEW-status for tickets in an escalated pipeline, but these properties are being removed automatically after saving
We need this as well. We have workflows that move tickets through the pipeline without agent intervention, including an automatic closing if a customer response is not obtained after a certain amount ot time. Thus, the conditional status properties will not kick in, leaving a ticket with missing information and rendering KPIs worthless. We moved from a platform that allowed properties to be populated prior to an agent replying, and I understand that most others have this feature as well. Why does HubSpot make things so difficult for agents?
