Closing tickets is inconsistent and very clunky. There are far to many screens and they are inconsistent in functionality.
1. If we edit the ticket and choose close at the top of that ticket edit screen, we are prompted to enter the resolution.
2. If we close via the right side of the screen in the Inbox view, it will close the ticket but there is no prompt for resolution.
3. If we close the ticket from the top of the inbox screen (i.e. Mark as Closed), the ticket will be closed, but the ticket status remains in the "new" ticket state.
So, as mentioned, clunky, and inconsistent in functionality. Hoping for a quick, consistent, resolution.
Agreed, and as there is an option to choose what properties are shown when creating a ticket, you should be allowed to choose what properties are shown when closing a ticket (consisten in all areas mentioned above).
Hi, can anyone explain where to close a ticket -- I'm not seeing it
My name is Vijay and I am Senior Product Manager on the Conversations Inbox team. Thank you all for the feedback. We agree that the behaviour while managing tickets in CRM Tickets & Conversations Inbox is inconsistent today. This is a big focus for my team this year and we some big updates planned that should resolve the issues that you pointed out.
I would love to get your feedback on this once we have this in beta some time later this year. I will keep this thread updated with the latest.
Thank you for your patience,
Vijay - Following to get more insight on future conversation items. Would love to explore API's and workflows with your team that you make available. Thanks!
Hello! Thank you so much for the planning here, wanted to add one comment in addition:
Would it be possible to also add workflow functionality between the ticket and its linked conversation? Example: Some customers would like to automate the process of closing a ticket based on the result or close of a conversation it is linked to. Conversation X closes, and Ticket Y also is closed, perhaps this could be a toggle in the settings for tickets rather than a workflow option, but either would suffice. If working perfectly, it would perhaps upon close of conversation open a window asking if the associated ticket should be closed and what the status/result of the ticket is.
I agree; we definitely need a workflow that will enable our team to choose to close a ticket if a conversation is closed. That would really help our CR team to work more efficiently as we manage incoming conversations that are assigned as tickets. This is a great idea!
On this screen it just needs to have an option on the menu or Actions drop downs to close ticket instead of clicking preview on the Ticket Name and changing the Status to Closed.
Agree with you ABoone, but I also want a way to close the ticket EASILY when closing the conversation (it's easy in the inbox to close the conversation, but I want to either have "close ticket" in the same place at the top to be easy OR set a parameter that closing the conversation then closes the ticket).
And of course, ensure that the conversation re-opens if the customer replies again after it's closed.
Still would love to see this feature improved @hubspot!
Personally I'm struggling with the purpose of keeping the conversation open once it has become a ticket, either because you have created it manually, or it is a converstation entering an inbox that is set to automatically create tickets. Unless I've got something setup wrong I can't see a way to automatically close the convsation once the ticket is created.
I do agree with OP on there being too many inconsistent ways to close a ticket.
I am currently looking to solving this exact issue for my team. In the absence of a more robust enhancement, does someone know if there's a way to create an automation where if when conversation is marked as closed, it will close the associated ticket or replace the "mark as closed" button with "close ticket" in the conversation view?
@vvadlamani Is there an update on your roadmap we could see to understand timelines and what you're looking to introduce in the next release?
Actually sbk_100, I think they have since fixed it so if you close a conversation it closes the ticket now. This was not working when I began using HubSpot, but it is working for us today (and has been for at least a few weeks).
Hi @ashesintx - Thanks for your help. I just tested this in our HS instance and from what I can tell, the ticket itself doesn't Close once you've "Marked as closed" in the Conversation view.
I attached the steps our team would take, and the Ticket Status after you "Mark as closed" in "Conversation" view.
Any other ideas, potentially an automation we can build manually?
Hi @ashesintx - Thanks for sharing your experience, although it doesn't seem to be working exactly as expected 🙂
@vvadlamani or someone else have suggestions/insight to share regarding this functionality and how might I be able to enable in our HS instance?
I agree @sbk_100 ; it's not working exactly as expected, but it's improved from what it was doing. Honestly, I've tried to get HubSpot aware of the remaining, lagging issue and they seem to not understand what we describe. My entire customer relations team is a bit frustrated with it.
Issue for us too because I've required a resolution to be provided for closed tickets, so tickets closed from conversations does not trigger this action, and therefore does not close tickets in the Ticket view, only shows closed under Conversations.
@vvadlamani Every once in a while, one of our support pipelines is somehow connected to a shared inbox, creating a ticket automatically.
This is not a setting done by anyone in our teams, it just happens.
We don't want the ticket showing up in our reports, so the user will attempt to delete the ticket, but this action also deletes the conversation.
Any option to delete the ticket while keeping the conversation open would be greatly appreciated
Request to be part of Beta once available.
It's available now, by the way, @SSharland
Since I requested this some months back, they have now enabled the feature to close the ticket when you close the conversation.
If this is not available in your login, you might ask the team about it, in case mine is the Beta, but I've had this working for months. It now and then fails to close a ticket, but most tickets close when we close the conversation (which is what I wanted them to do when I opened this thread).
It's been almost a year since you said "We agree that the behaviour while managing tickets in CRM Tickets & Conversations Inbox is inconsistent today. This is a big focus for my team this year and we some big updates planned that should resolve the issues that you pointed out."
and this is still something that is not working on our end... any reason why?!
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