Conversations - Closing Tickets

dleitch

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. 

HubSpot updates
Status updated to: In Planning
Jan 25, 2021

Hi everyone, 

 

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 Vadlamani

9 Replies
MonicaAirswift
Member

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).

btdugan
Member

Hi, can anyone explain where to close a ticket -- I'm not seeing it

Status updated to: In Planning
vvadlamani
HubSpot Product Team

Hi everyone, 

 

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 Vadlamani

warrendavey
Top Contributor | Platinum Partner

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!

richard88
Contributor

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. 

ashesintx
Member

richard88

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!

ABoone
Member

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.

 

ABoone_0-1619557709643.png

 

ashesintx
Member

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!

 

tmerridew
Participant

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.