Archive Ticket

[kelseyhalverson]

Our agency uses HubSpot Tickets to handle our internal projects between departments, similar to a scrum board or trello. The issue we have is that we don't ever want to delete tickets permanently, however we have to move tickets off our pipeline once they're completed otherwise it causes A TON of clutter. 

[MFrankJohnson · Accepted solution]

Help other HubSpot searchers find this post quickly by accepting the solution

Excellent suggestion @kelseyhalverson. You may wish to add to a new or existing thread in HubSpot Ideas.

You'll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! 🙂

Does that help answer your question? If so, remember to accept this 'solution' so other searchers will find it.

Best,
Frank

---

www.MFrankJohnson.com

[Wholesale-Solar · Accepted solution]

I agree, there should be some standard archiving methodology to get stuff to drop off of boards.

For now...

1. Add an Archived stage to your pipelines
2. Setup a tickets workflow
3. Enrollment Trigger
Pipeline is any of Tech Support
and
Ticket status is any of Done (Tech Support)
and
Close date is more than 1 day ago
THEN
Set a property value
Set ticket property Ticket status of the associated ticket to "Archived"
 
4. The you can filter your board/tables to exclude Archived

[LJam23]

Agreed, a built-in solution for archiving tickets is a must. Coming from Zendesk, we're used to tickets going from solved to closed automatically after a few days, then automatically archiving in a separate searchable area after that. The fact that closed tickets stay on a pipeline indefinitely unless someone uses a filter or deletes the tickets is not ideal.

[BubblePPM · Accepted solution]

We've found it easier to create a workflow that places the ticket in a separate archive pipeline with a single stage - saves messing with filters and creating unnecessary columns in the main pipeline:

Ticket enrolment trigger:

   Ticket status is Closed

   and

   Last modified date has not been updated in the last 2 days

Set property value

   Set ticket property pipeline and status

   to Archived (Archive pipeline)

[SSmith184]

How do you handle preventing those Archived Tickets from reopening if a customer replies?

Also what about reporting? Do you just combine reporting off your Archive Pipeline and "Active" Pipeline?

[Wholesale-Solar · Accepted solution]

I agree, there should be some standard archiving methodology to get stuff to drop off of boards.

For now...

1. Add an Archived stage to your pipelines
2. Setup a tickets workflow
3. Enrollment Trigger
Pipeline is any of Tech Support
and
Ticket status is any of Done (Tech Support)
and
Close date is more than 1 day ago
THEN
Set a property value
Set ticket property Ticket status of the associated ticket to "Archived"
 
4. The you can filter your board/tables to exclude Archived

[JamesCousins]

Hi there Wholesale-Solar,

Thanks for this answer. I'm just getting started setting up the ticketing side and it's nice to have this insight ahead of time. I think I'll add in an "archived" stage right out of the gates.

James

[MFrankJohnson · Accepted solution]

Help other HubSpot searchers find this post quickly by accepting the solution

Excellent suggestion @kelseyhalverson. You may wish to add to a new or existing thread in HubSpot Ideas.

You'll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! 🙂

Does that help answer your question? If so, remember to accept this 'solution' so other searchers will find it.

Best,
Frank

---

www.MFrankJohnson.com