We want to integrate great Service-Forms so our customers can pre-select their issues.
1. For the customer/user
2. select from drop-down-fields what they have an issue with
3. this will allow us to route the tickets to the right teams/pipelpines via workflows and thus save manual labour
4. any normal service-form has this
YES
It is currently possible to create 1 dependent field in HubSpot Forms.
BUT
I have 2 (in future 3) Service-Level-Categories
Example:
Level 1:
Fulfillment
Payment
Feedback
Level 2:
Fulfillment: Order missing
Fulfillment: Order wrong
Payment: Invoice
Payment: warning
Payment: refund
Feedback: Products
Feedback: Services
I cannot create a separate property for each Level 2 - this is not practicable in the ticketing and across all teams.
So I have to create 2 properties (drop-down):
Level 1 and Level 2
However this is where the forms reach their limit:
I can tell the form the following:
IF Level 1 = Fulfillment THEN open dependent field "Level 2" and only show the options with "fulfillment"
BUT then the next step is not possible:
IF Level 1 = Payment THEN open dependet field "Level 2" and only show the options with "payment"
here ist shows an error "this form has a double field"
1 dependent field is possible with a reduced choice of answers:
trying to do step 2:
error shown:
Here is the goal what i envision for our ticketing (how to look for our team)
Can anyone relate?
I want to save out support team manual labour and let the customer preselect topics - this will also speed up response time and lead to a greater service!
The following threads are similar, but not exactly the same:
https://community.hubspot.com/t5/HubSpot-Ideas/Dependent-fields-in-Service-Support-forms/idc-p/68464...
https://community.hubspot.com/t5/HubSpot-Ideas/Ability-to-Create-Sub-Categories-on-a-Ticket-related-...
https://community.hubspot.com/t5/Tickets-Conversations/Ticket-category-best-practices-and-sub-catego...