Block Ticket Close without Resolution

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MHarris90
Participant

Hi All. Currently new to HubSpot, so apologies if this has been asked elsewhere. I couldnt seem to fine a definitive answer.

 

I'm wondering if it is possible to stop a ticket being closed, if there is no resolution set?

I've created a couple of test tickets, at various stages in the pipelines, but I'm able to close a ticket, without a resolution being set.

 

Am i missing a setting or something else to give me this function?

 

Thanks in advance.

Mark

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Accepted Solutions
karstenkoehler
Solution
Hall of Famer

Hi @MHarris90,

 

Ha, you're right, it's simply not listed here among the other default ticket properties. In any case, unfortunately, you cannot block a ticket from being closed based on another ticket property. There aren't any options for that.

 

It looks like you're on a Professional subscription however and you could create a workflow that enrolls tickets that are closed but not resolved. The workflow could move the ticket back into a previous status and send the ticket owner an internal notification:

 

karstenkoehler_0-1637161373748.png

 

In the body of the email, you can reference a ticket directly with a personalization token: https://app.hubspot.com/contacts/YOUR_PORTAL_ID/ticket/TICKET_ID/  Simply replace YOUR_PORTAL_ID with your portal ID, and TICKET_ID with a personalization token Ticket ID. HubSpot will then build the correct link in each notification for easy access of the ticket.

 

Hope this helps!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


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karstenkoehler
Hall of Famer

Hi @MHarris90,

 

How are you documenting whether a ticket is resolved or not?

 

Generally, you could prevent certain users from making edits to a property, but it's currently not possible to prevent a user from closing a ticket based on other conditions.

 

Best regards

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


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MHarris90
Participant

Thanks for replying. So currently, a resolution should be set in the resolution property on the ticket. I think this is a standard HubSpot property?

 

Ideally,we'd like to restrict users from closing a ticket if no resolution (currently a dropdown with options) is selected.

 

0 Upvotes
karstenkoehler
Solution
Hall of Famer

Hi @MHarris90,

 

Ha, you're right, it's simply not listed here among the other default ticket properties. In any case, unfortunately, you cannot block a ticket from being closed based on another ticket property. There aren't any options for that.

 

It looks like you're on a Professional subscription however and you could create a workflow that enrolls tickets that are closed but not resolved. The workflow could move the ticket back into a previous status and send the ticket owner an internal notification:

 

karstenkoehler_0-1637161373748.png

 

In the body of the email, you can reference a ticket directly with a personalization token: https://app.hubspot.com/contacts/YOUR_PORTAL_ID/ticket/TICKET_ID/  Simply replace YOUR_PORTAL_ID with your portal ID, and TICKET_ID with a personalization token Ticket ID. HubSpot will then build the correct link in each notification for easy access of the ticket.

 

Hope this helps!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

View solution in original post

MHarris90
Participant

Thanks so much for your help and the suggestion! I'll have a play and see if i can acheive some level of desired result using the workflow route!

 

Learning everyday! 🙂 

 

Thanks again.

Mark