Betreff: Automate Object Tag Removal

[JDulhanty]

It would be great to have the ability to have object tags (Ticket Tags in my case) automatically removed. I understand that I can create a custom property and tag tickets this way, but I love the look of ticket tags, and we use these in other situations, so coaching teams how to filter 1 property vs multiple is much easier. 

In my case, when a ticket is in a stage for more than 5 days, I have the ticket being tagged as "Overdue" so the rep and manager can easily see tickets that are stuck in this stage. Once that ticket has moved on to the next stage in the pipeline, I would like the ability to remove the particular ticket tag of "Overdue". 

Even when attempting to do this in a workflow HubSpot will not let me edit ticket tags in workflows. 

Thanks

[franksteiner79 · Accepted solution]

Hmm. well that is just silly. You can select the stage when doing the same thing for deals, no idea why that same filter isn't available in tickets...

The only workaround I can think of:

1. Create 2 active list of tickets, one for each stage
2. Use list membership as the additonal filter in your tag filters

That should do the trick.

Frank

[JDulhanty]

Thank you for the help. I will get this set up. Once the ticket moves out of that list when it moves to the next status, it should remove the ticket tag, correct? 

[JDulhanty]

@franksteiner79 ,

In the Ticket Tag filters, it does not allow me to select a ticket status property in the filters. 

[franksteiner79]

Hi @JDulhanty 

Got you, just need to add the respective ticket stage to each group.

Right now you are assigning that tag regardless of which stage the ticket is in.

By adding ticket stage = second call attempt" to group 1 and ticket stage = connected/need art brief, they will only get the tag when they currently are in that respective stage.

Frank

[JDulhanty]

Hey @franksteiner79 , 

Thank you for the response. I am using the Ticket Tags within the ticket object settings. I have included a screenshot

See the filters I am using to tag the ticket when overdue. I only need these to be tagged as overdue when they are in 1 of 2 stages of the ticket pipeline for a set amount of time. This is working properly.

However, when the ticket moves out of either one of these stages, I would like the ticket to be removed as it is no longer overdue. Maybe I am overthinking this and the tag will already be removed once it is out of either of these stages. 

When I go to edit ticket tags in a workflow, I get the following. I was thinking I could just clear the property but at the same time I do not want it to clear all tags just the specific overdue tag.

Hopefully this helps out and again thank you so much!

[franksteiner79]

Hi @JDulhanty 

Can you provide a bit more detail on how you tag them - workflowy manual? It sounds like you use a ticket property, rather than the pipeline tag functionality (I am not even 100% sure of that exists in tickets).

You say "when attempting to do this in a workflow HubSpot will not let me edit ticket tags in workflows" what exactly are you doing in the workflow (throw some screenshots in that always helps understand your setup and approach) - are you saying you can't edit the ticket property in the workflow or is the workflow throwing an error?

Thanks

Frank