I’m a bit new to service hub.
I have a job completion form that is to be completed by a service tech. When the form is done, I want it to close a ticket. However, the ticket would be associated to a customer (different from service tech).
I know that you can’t quite link a ticket to a form submission. I’m wanting to know how I can go about this.
Potentially providing the associated ticket ID to the service tech, to then including a form field for the tech to input.
Hi @jen_furr,
What you’re trying to do is difficult to achieve. The default ticket form behavior is to simply create a new record, not look an existing one up and edit it’s status. I’m not aware of any solution that doesn’t require the help of a developer, an Operations Hub Professional subscription and custom development.
As a consultant, I see quite often that companies try to set up processes with forms as interfaces for users. All the while, these users could also use HubSpot’s CRM from the inside and edit the record there. In other words, instead of going through a form, why not edit the record directly?
Adding users in HubSpot with record editing permissions is, up to a limit that most companies won’t hit, free. This means you could invite your service techs to HubSpot and teach them how to edit records. Yes, it’s not quite as simple as just filling a form but it’s less prone to error and will also help with overall tool adoption.
To make the submission of the fields easier, I’d recommend setting up a sidebar just for service techs: Customize records
You could set it up to just show the relevant fields for them.
Let me know if you have any follow-up questions!
I see.
Would it be useful to use the customer portal for this? So the service agent can update the ticket on behalf of the customer within the portal?
Hi @jen_furr,
Theoretically yes, but it raises questions and problems regarding the login on behalf of someone else. If tickets are edited directly in HubSpot, no one needs to impersonate a customer for a login.