HubSpot Ideas

OliviaB

Show form submission on ticket activity feed for tickets created by forms.

HI Team!


When a form is connected to the conversations inbox it creates a ticket when it is submitted. 
Currently, you can only see the form submission on the contact record activity timeline. However, I have a situation whereby contacts are filling out the form and attaching important images that are pertinent to the service ticket. This submissions then creates a ticket but the file uploaded via the form is not attached to the ticket nor is it visible on the activity feed.

The user has to leave the ticket, go to the contact record, save the file and then attach the file to the ticket record.

Is there a way that tickets created from forms could have the form submission shown on the ticket pipeline?

3 Replies
Mystore
Participant

This affects us to, we have an extensive form system generated in HS, where we are asking customers to fill out intricate forms to supply us with all the different data needed to handle tickets of all types such as support requests spanning all types of products and services, purchases/sales, returns etc.  But the problem is that the information that we receive in the ticket is rather scattered and unmanageable, and requires a lot of steps when handling the ticket.  We suggest that Hubspot create an "activity feed type"for form submissions, that would include everything submitted in a form, as a gathered post in the activity feed, similar to when receiving emails.

TCarson9
Member

This is a massive need for our company as well. The tickets that are being created from the forms that are connected to our inboxes aren't pulling the form details into the tickets - our team has to navigate away from the ticket (which is where our team mainly works) to either click on the link to the form to find the pertinent info or we have to open a new tab and go back and forth between the conversations and the tickets to pull the pertinent info. Is there a way to ensure the form information that is visible in the conversation view get's transferred/mirrored over into the ticket as well? It's strange that this pulls over perfectly for emails....but not for form submissions.

Mystore
Participant

@TCarson9 

Actually this has been solved for some time now, although i never saw release information for it. 

You can now get a collected form summarize directly in your ticket by enabling "form submissions" in the ticket filter settings: 

Mystore_0-1649665238699.png

 

 

This has been a game changer for us, making it possible to automate a lot more, and increase the quality of our auto replies based on form content.