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.
👋Hi all! An update on this beta - Both Conditional Property Logic (surface/require properties depending on the value of another property, including Pipeline) and Conditional Property Options (specify which options are shown for a property depending on the value of another property) are out to all Hubs, Professional+ subscription.
Hi all! An update for you - we are now in private beta for a feature that will enable you to customize the ‘Create record’ form by deal, ticket, or custom object pipeline. This means that different properties will be displayed on the ‘Create record’ form depending on which pipeline a user selects.
Your CSM can request access to this beta on your behalf. We plan to move this feature to public beta in the near feature based on usage and customer feedback, at which point customers will be able to opt in themselves.
Hi everyone - I'm Rachel from the CRM Product team. I wanted to post a quick status update on this idea. We’re actively working on a feature that will enable you to customize the ‘Create record’ form by deal, ticket, or custom object pipeline. This means that different properties will be displayed on the ‘Create record’ form depending on which pipeline a user selects. This falls into the first category of work that Jeff mentioned in his previous post (record creation). I hope to post here soon with more updates.
Thank you for your input and please keep the feedback coming!
Hello HubSpot community! Thanks as always for your great feedback and use cases.
I would separate the work needed here into two areas:
Record creation - being able to create separate ticket creation forms, based on pipeline the ticket belongs to.
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.
Strongly agree. We have a pipelines set up for unique processes that require specific ticket properties. Being able to set the default properties shown when creating a ticket and in the About section based on ticket pipeline would make things a lot more consistent and less cluttered.
I'd also like to see ticket pipelines be tied to specific static URLs (eg the pipeline ID would proceed the ticket ID in the URL) so that you could link to specific pipelines.
+1 Have been keeping an eye on this for over a year, surprised it hasn't been looked into yet. We have different required fields on different pipelines and not being able to customise these means a lot of double entry and time wasted on each ticket created
Hi, we would also like this functionality. It would be ideal to customize properties by Pipeline for a different processes (customer support, HR, marketing, procurement) and we need a different properties for these by Pipelines.
100% this is very sought after. I also would like to add that the ticket form should be different for each pipeline as well if that hasn't already been mentioned. We use the ticket pipeline for customer service, product improvement request, and proposal/technical writer requests. These all have massively differnet fields that need filled out.
After I've added all the custom properties that are needed with each ticket we hit a massive level of bloat on the ticket form.
This is a "must have" feature, if you are working with different ticket-pipelines... Otherwise you have to choose so much properties and most of them are just needed vor one pipeline an not for the rest.
Has anything been actioned on this? I can see that you can add custom properties to the status within the ticket pipeline but this isn't reflected when you create a ticket. So again - all property fields are appearing which seems bizarre. I've just upgraded and building all workflows so if there is an answer to this it would be much appreciated.
Any updates from the hubspot team - @Shay or anyone else able to help?
This is absolutely essential - if you use a different pipeline for installation/deployment tickets vs your usual support channel, the info you need in each pipeline is not going to be indentical.
Hey - I was wondering if there are any updates on this in the roadmap. It's a critical piece of our business and for many others who work with different pipelines.
Any info from @hubspot on this would be really appreciated 😉
Hello HubSpot community! Thanks as always for your great feedback and use cases.
I would separate the work needed here into two areas:
Record creation - being able to create separate ticket creation forms, based on pipeline the ticket belongs to.
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.
To be honest original question brought up 3 years ago and still no solutions? We see this as critical as we currently have 7 pipelines and will likely eventually have 90 different "ticket types" all with their own requirements for mandatory fields etc.
Until HS solves this critical need what are other users doing as a work around?