I’ve just found out today that our Starter subscription does not include the ability to add ‘Ticket Properties’ to a Ticket!!
Hi @ianfbrooks,
Which hubs exactly so you have the Starter subscription for? Just checked in a Starter suite portal and I was able to create ticket properties just fine.
Best regards
According to ‘My Products & Add-ons’ we’re on Starter Customer Platform. New HubSpot user - the the situation I’ve posted about is as a result of most of this afternoons work, Breeze Assistant (very good but not on this occasion) and a HubSpot Support chat where I was eventually told I would have to upgrade to ‘Help Desk’ (aka a Pro subscription).
@ianfbrooks just to confirm, you are following these steps? Create and edit properties
Which notice / error exactly are you seeing when you’re following these steps?
Moderator note: While this solution may not address the original poster’s specific situation, it could be helpful for other community members facing similar challenges.
I’m trying to upload you a screenshot but being blocked - dimmed/pop-up message “Upgrade to connect this form to help desk and automatically create tickets.”
I don’t know what you mean - ALL Ticket Properties are dimmed (even default/system options)
@ianfbrooks creating ticket properties (see the link I shared) and creating tickets from form submissions are two different things - you can try creating a property following the steps I shared. But yes, ticket creation from forms might indeed require an upgrade.
In other words, it is possible to create ticket properties in the Starter tier. Creating tickets from form submissions apparently is not possible anymore (it used to be) without Help desk which requires Service Hub Professional: Create and respond to tickets in help desk
Moderator note: While this solution may not address the original poster’s specific situation, it could be helpful for other community members facing similar challenges.
The upshot is that whilst ‘Starter’ subscription includes ‘Tickets’ it does not include the ability to add ANY (default or created) ‘Ticket Properties’ to a form. That’s got to be about as absurd as it gets imho!
Hi @ianfbrooks and welcome to the HubSpot Community!
Thank you for your feedback @ianfbrooks, I’ve passed it along internally.
And thanks so much @karstenkoehler for your help, we appreciate you!
Just to clarify, @ianfbrooks, I’ve read through the Support tickets you’ve opened and what is happening here is that the restriction is tthat ticket properties can only be added to a form when the form is configured to automatically create tickets.
When you add a ticket property, it essentially means you are creating a ticket directly from the form. However, this feature is exclusively available with Helpdesk, which requires a Professional or Enterprise subscription.
HubSpot currently requires that form-to-ticket workflow to be connected to the Conversations Inbox or Help Desk. Since your portal is showing “Upgrade to connect this form to help desk and automatically create tickets,” the form editor is disabling all ticket properties, including the default ones.
You can still use ticket properties on ticket records, but this particular form-based ticket creation workflow is not available in your current subscription setup. If automatic ticket creation from the form is essential, you’ll need the subscription level that includes the required Help Desk connection. Otherwise, you could collect the information as contact properties and manually create or update the ticket afterward, although that will not provide the same automation.
You might want to test and see if connecting the form via the Conversations Inbox would work for you? You can ask our Support team about this option too.
If you have additional questions, I’d recommend either opening a new Support ticket or replying to an existing one and the Support Team will be happy to help you further!
Thanks,
Bérangère
My understanding is that if I were to use ‘Contact Properties’ then a further Form submission by the same contact would overwrite the previous contents? The nature of the fields I need are transient (ie an issue description) so must reside with a Ticket (linked to a Contact).
Hi @ianfbrooks and thanks for getting back to us.
You are correct that a contact property is not a suitable place for a history of separate issues: subsequent submissions can update the contact’s current value, although the individual form submissions remain available in HubSpot. A ticket is the appropriate object for retaining each issue separately.
In your account, the ticket fields are disabled because automatic ticket creation from forms requires the form to be connected to Help Desk. And this is not included in the current Starter setup, so there is no permissions setting that will unlock those fields.
The options for you are then to either upgrade for Help Desk, or to use form submissions plus a manual ticket-creation process.
Please let me know if you have additional questions,
Thanks,
Bérangère
Not quite as I understand things. There are still two paths forward - one option is to connect a shared support inbox so form notifications can still create tickets automatically. The other option is to use Zapier to create tickets from form submissions and map the submitted values into ticket properties.
And that pretty much exactly sums up my frustrations - ie the simplest and most straightforward solution is from within HubSpot BUT I am forced to go to 3rd parties to do it. Putting it another way - the functionality is deliberately made difficult BY HubSpot…thereby forcing any customer who cannot justify the huge/cliff-edge upgrade cost to spend time/money elsewhere - it’s bonkers imho/makes absolutely no sense to me whatsoever.
Ian
Hi @ianfbrooks and thanks for getting back to us!
I understand your frustration and I can confirm that, to do what you are looking for, it requires an upgrade.
However, there are two alternatives, as you mentioned: either exploring the shared inbox route or using a third-party automation tool like Zapier.
Thank you for your understanding.
Bérangère