Customize Ticket Properties based on Pipeline

JonnyT

We work with several different pipelines of HubSpot service tickets.  We would like to set the default for displayed ticket properties based on the pipeline we're working with.  For instance, we want to see our custom "Serial Number" field in our RMA pipeline, but we don't need to see that field on the ticket for our "Enhancement Request" pipeline.

HubSpot updates
Status updated to: In Planning
Aug 16, 2021

Hello HubSpot community! Thanks as always for your great feedback and use cases.

 

I would separate the work needed here into two areas:

  1. Record creation - being able to create separate ticket creation forms, based on pipeline the ticket belongs to.
  2. Record display - update the About card based on what pipeline the ticket belongs to.

We are strongly considering more work for both of these areas, thanks to your feedback. I have no firm timeline to share, but this work is important. It lines up with our focus on making the CRM more configurable to your business, and streamlined for your reps.

 

Will post again when I have more to share.

--jeff

45 Replies
MFrankJohnson
Thought Leader

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Does this post help you? If so, then help others by accepting it as a solution.

 

 Excellent suggestions. You may wish to add them 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! 🙂

 

Hope that helps.

 


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www.MFrankJohnson.com

 

Please include @MFrankJohnson in your message if you'd like me to reply.

JonnyT
Participant

We work with several different pipelines of the HubSpot service tickets.  We would like to set the default for displayed ticket properties based on the pipeline we're working with.  For instance, we want to see our custom "Serial Number" field on a ticket in our RMA pipeline, but we don't need to see that field on a ticket in our "Enhancement Request" pipeline

 

Screen Shot 2018-06-27 at 1.30.19 PM.png

chung
Member

I have the same problem. It is quite surprising that hubspot provides a way to separate the tickets with pipeline, but they don't provide a way to distinguish the tickets.

 

What's the point to put identical tickets into different pipelines?

 

I am going to have 5 pipelines and I can foresee the tickets will have at least 10 irrevelant properties when I finish adding the properties to the same pool.

 

I feel that the pipeline feature is just halfly done only.

chung
Member

I have the same problem. It is quite surprising that hubspot provides a way to separate the tickets with pipeline, but they don't provide a way to distinguish the tickets.

 

What's the point to put identical tickets into different pipelines?

 

I am going to have 5 pipelines and I can foresee the tickets will have at least 10 irrevelant properties when I finish adding the properties to the same pool.

 

I feel that the pipeline feature is just halfly done only.

propeller_joni
Member

+1

 

We have several very different pipelines, and each have different properties that are relevant.

drakedanner
Participant

We also need this. We love ticketing functionality but need different default properties for different pipelines. The pipelines serve very different purposes.

drakedanner
Participant

Adding my voice here -- the functionality of the ticketing tool is very helpful for a variety of processes where we need oversight around getting a task completed. But we've built out the properties to aide in very specific processes. Now we want to utilize the tool for other processes but the default properties are not relevant for these new processes. 

 

I would like to be able to set the default visible ticket properties for my team for each pipeline.

vlouvet
Member

 This feature is highly sought by most enterprise customers arriving from Zendesk.

jyarish
Member

JonnyT - spot on!  

No need to have more than what you need for each pipeline.  Unused fields add to confusion and inconsistency.  This is a significant loss when moving from a dedicated issue tracking platform to HubSpot.  

Dramaboy
Participant

Any advancement on this topic?  This is an issue for our business as well.

MariaMilea
Contributor | Diamond Partner

Are there any updates on this one? Thank you!

JACV
Member

I have the same requirement. I want different pipelines to display different ticket properties upon creation. Also I want different properties display at the card depending on the Pipelines

Bstables
Member

We are in the same position. We have recently made the transition from Zendesk to HubSpot Service, and having ticket properties aligned to different pipelines is a must. Hope to see an update here soon. 

mandisharma
Member

So badly needed! I'm setting up our Service Hub now and very dissapointed this is not an option currently. We have several unique pipelines that have properties that have nothing to do with each other, so I'll have to add all of them to EVERY ticket and hope that our agents don't get confused about seeing a huge form with a lot of information that isn't relevant to the pipeline they are adding a ticket for. Hope this can be added to Hubspot soon!

liangsj
HubSpot Employee

+1 

Hoping on here for one of the customers I was in contact with.

They would really like the ability to customise the "About" Card of Tickets and Deals specific to each pipeline! 

 

RosaMac11
Member

This is the initial idea posted by JonnyT. "We work with several different pipelines of HubSpot service tickets.  We would like to set the default for displayed ticket properties based on the pipeline we're working with.  For instance, we want to see our custom "Serial Number" field in our RMA pipeline, but we don't need to see that field on the ticket for our "Enhancement Request" pipeline."

 

We are experiencing a similar issue in 2020 with our 2 pipelines and require them to display different sets of properties when creating tickets. Please look into this for us as.

leogoldim
Member

We're having the same issue.

 

We have three different pipelines that will make our ticket get too many unecessary properties.

nikkiv
Top Contributor

We have the same issue. We want to use the ticket pipelines for various reasons and all of them require separate properties. I don't see any updates from Hubspot on this one, any updates??? Seems like this has been out there for 2+ years with no advancement. 

 

brewmjk
Member

This would be highly beneficial for our team to have the ability to do this on both deals and tickets. Please figure out how we can get this added.

larryatvemo
Member

Hi, we would also like this functionality.  It would be ideal to customize properties by Pipeline or Ticket Category.