Custom Ticket Properties Not Showing in “Dependency Settings” area of the Support Form Builder

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Occasional Contributor

I have created a bunch of custom ticket properties by going to settings > properties > ticket properties.

 

When I go to create my support form I want to make some custom fields available if a user chooses a specific ticket type. 

 

The problem is when going to that question’s dependency field settings only the default form fields show up.

 

How can I get my custom ticket properties to show in the form builder’s depedancy options?BBCD393F-637B-4988-B7F0-B626C6F7F405.png

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Community Manager

HI @dnerris,

 

This issue should be resolved now, and you should be able to use ticket properties when building dependent form fields. 

 

Thank you,
Jenny


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5 Replies 5
Occasional Contributor

Following up here. I discovered that only custom properties in the “contacts tab” in “property settings” can be added to forms. Ticket properties cannot for some reason. Anyone know why?

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Community Thought Leader

Head's up @dnerris ... whenever a HubSpot Community post is updated the number on the main HubSpot Community homepage dashboard 'Latest posts from the community' is changed to reflect this new value.

- see image

mfjlabs-screenshot-HubSpot Community-20190308-132437.pngHubSpot Community Dashboard: Latest posts from the community

 

While this in and of itself isn't a 'bad thing', we've noticed that older/unanswered threads (i.e., with ZERO replies) often tend to get more attention as the members who answer most in the community browse the boards looking for post to answer. Of course, the title of the thread also plays a part.

 

We mention this because now the number number of replies showing for this thread will be >0 which means it's been given some attention. Does that make sense?

 

If you have something to add to an UNANSWERED thread, you might consider adding it to the original post instead of creating a reply of your own.

 

++

Unfortunately, we don't have an answer to your Service Hub issue. Feels like something limited internally by HubSpot, but really dunno.

cc: @jennysowyrda 

 

Just wanted to share our observation. Hope it helps.

 

Welcome to the community.

 

Best,

Frank

Hope that helps.

 

Best,
Frank

 

MFrankJohnson-dot-com-HubSpot-Community-banner-gif-v20190817

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Community Manager

Thanks for the flag @MFrankJohnson

 

@dnerris I am investigating the functionality of custom ticket properties with the team and will update this thread as soon as I have an update!

 

Thank you,
Jenny


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Occasional Contributor

Thanks @jennysowyrda. This is a critical functionality gap that we need if we are to fully migrate to Hubspot. We are currently on Sales and Marketing Pro and want to add Service Pro.

 

The issue seems to be that “contact” properties can be shown in forms but “ticket” properties cannot, which is counterintuatvie to building a support form.

 

Looking forward to your findings. 

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0 Upvotes
Community Manager

HI @dnerris,

 

This issue should be resolved now, and you should be able to use ticket properties when building dependent form fields. 

 

Thank you,
Jenny


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