Hi
I have currently set up a way to categorize our tickets by using multiple properties that are intended to contain options with different levels of granularity/detail of the topic of the ticket, but now I have run into some issues with the reports that I am able to generate from this.
Note: I’m fairly new to both Hubspot and support ticketing systems.
What I have done:
I have 3 properties for ticket categorization (type, category, sub-category) each intended to have a different level of granularity/detail to describe the topic of the ticket.
All properties are multiple select properties.
For category and sub-category I have used the “conditional property options” functionality so that depending on which options in type has been selected only some of the options for category can be chosen, and the same relation has been made between sub-category and category. This does so that only sub-categories that are relevant to the selected types and categories can be chosen, which is what I wanted for ease-of-use when filling out the properties.
The issue:
I am now trying to create a report that shows the ticket count for each category but only for the categories where option 1 has been selected in type. And here I seem to run into issues when multiple options have been selected in type and category.
Example:
Say type has options ‘a’, ‘b’, ‘c’ and category has options ‘d’, ‘e’, ‘f’, ‘g’, ‘h’, ‘i’. And the the conditional property options creates the following relation between the property options.
Type: a b c
_|_ _|_ _|_
Category: d e f g h i
If a ticket then has selected ‘a’ and ‘b’ in type and ‘d’ and ‘f’ in category then I can’t seem to figure out how to create a report with a graph showing ticket count per category but only showing the counts for the category-options ‘d’ and ‘e’.
Questions:
Based on the example; when I have a report that displays ticket count per category and I filter for type=a it still shows the count as 1 for both ‘d’ and ‘f’, but I don’t want ‘f’ to be on the graph at all.
Is there a way to filter away some of the options of a multiple select property in a report graph?
Have I used Hubspot in an incorrect way? Is there another structure/setup that would allow me to accomplish what I want?