Releases and Updates

by: HubSpot Employee
HubSpot Employee

[Now Live] Tickets Required Fields

What is it?
Now live is the ability to customize the info your team collects when a ticket moves from stage to stage. Plus, you can require certain properties to be completed in order for a ticket to move to a specific stage.

Why is it important?
As a customer support leader, you need consistent data at every point in your support process. The more consistent your data, the more predictable your outcomes, and the better you’ll be able to forecast your month, act on your tickets, and coach your team. But in order to have consistent data, your team needs to have a consistent process.

With today’s update, you can ensure that all your support agents are collecting the same information as they move tickets through the pipeline. And, for those data points that are absolutely critical, you can require those properties to be completed before a ticket jumps stages.

How does it work?
Navigate to Settings >Tickets, then “edit” your desired pipeline.

Click “Edit Properties” under the new “Update Stage Properties” column, for the stage you’d like to set required properties for. Check off the properties you’d like reps to see when they move tickets into that stage on the left-hand side. If you’d like some of those properties to be required, simply select the “Required” column on the right. Once, you’re done, save the changes.

Next time a rep is moving a ticket to that stage, they’ll see a quick modal asking them to fill out the properties you set up.

A few notes:

  • The stage change properties aren’t cumulative. In other words, if a ticket skips from open to close, you won’t be required to complete the properties for stages in between.
  • The properties you configure for ticket stage changes are portal-wide.
  • Only users with access to settings (e.g. admins) will be able to update these settings.

Who gets it?
This update is now live and available to all Service Hub Professional users.

What language is it in?
Available in all languages supported by HubSpot.