HubSpot Ideas

Stanz

Filling additional Ticket Properties when customers submit a ticket via chatflows

Hi Hubspot team,

 

We are using chatflows to allow our customers to submit a ticket via a bot, without chatting with a human support agent. Unfortunately, the current 'Submit a ticket' action is very limited.

 

Apart from editing the ticket name with the help of 'contact tokens', you cannot set any other ticket property except for the ticket description.

 

We would like to add additional ticket properties by asking follow-up questions to our users. For example, we could simply ask 'What is the category of your ticket?' and give them a number of options. We'd love to then set the ticket property 'Ticket Category' to a status based on their answer.

 

This could be extremely useful for many things. Here are some examples:
- Setting the Ticket category  (problem/feature request/general inquiry etc.)

- Knowing the Priority (high/med/low)

- Getting the URL (to show where a problem is occurring)

- See what agent needs to take this ticket (based on the category/priority)

- Automatically know what pipeline to use for this ticket (based on the ticket category)

- Any other custom ticket property 

 

Please see if you can add the functionality of setting a ticket property value, just as you've already built for setting contact and company properties. This would be an ideal solution.

4 Comentários
Serretta
Participante

Great write up of the issue Stanz, there's another thread about this with a few more votes and a HubSpot employee that replied so hopefully it will get a product managers attetion if you upvote on that thread too. 

https://community.hubspot.com/t5/HubSpot-Ideas/Chatflows-only-support-contact-and-companies-properti...

 

Wertzdesigns65
Membro

I highly support the idea of expanding the chatbot ticket support features.

The bots should be able to collect any and all data that could populate exsisting ticket properties.

LRosenberger
Membro

+1, being able to customize a chatbot ticket would be just the solution we need right now. All workarounds are too cumbersome.

naq
Membro

This would be very helpful.  It takes 4 clicks plus scrolling to see the content of the whole chat, so being able to to populate fields in the ticket with customer responses would be extremely helpful.