Tickets & Conversations

PeterC
Top Contributor

Form Submission fields can't be associated with a Ticket?

If a web-form contains simple fields, you can create a Workflow to add the properties to a new Ticket - but if the form contains uploaded files, then the Workflow option doesn't work.

 

If you create a new Ticket for a Contact, you can go through the Contact's timeline and "Associate" every meeting, call, emails, notes, and tasks - but not form submissions.

 

Does anyone have any idea how to get the form-submission data to appear on a Ticket without copy & paste?

6 Replies 6
PeterC
Top Contributor

Form Submission fields can't be associated with a Ticket?

@pheebs - welcome 🙂

As far as I know, it was never solved.  We tried for about a year with the ticketing system, but our requirements (like this issue, and billing based against support time consumed by a customer, being able to append incoming emails to tickets based on content, and other professional support services) were just not on the radar for Service Hub.

I'm a huge supporter of HubSpot, but in my opinion, the Service Hub component is not on the same level as the rest of their tools.  Its sole focus is the "Inbox" function providing the "one to many" connection between a customer and multiple support staff at your organisation.  Tickets and the functions around them are a bit light weight to make them really useful to anyone with experience of any of the mainstream support desk solutions out there.

jennysowyrda
Community Manager
Community Manager

Form Submission fields can't be associated with a Ticket?

Hi @PeterC,

 

While there is no direct way to copy the information, you can use workflows to copy contact information to company information, and you can copy company properties to ticket properties through a workflow.

 

Additionally, there is the option to use the Support form, which generates tickets directly from the form submission.

 

Thank you,
Jenny

0 Upvotes
PeterC
Top Contributor

Form Submission fields can't be associated with a Ticket?

Thanks @jennysowyrda 

 

I'd love to use the support form, but there's only one type of form and we have more than one type of support case.

 

If there were support for multiple ticket-types and corresponding support-forms, then this would be the perfect solution Smiley Very Happy

0 Upvotes
surmacki
Contributor

Form Submission fields can't be associated with a Ticket?

I don't know if I understand the issue correct but I think you can add a custom property for a ticket which is a dropdown where you can choose ticket type. 

0 Upvotes
lhaith
Contributor

Form Submission fields can't be associated with a Ticket?

Smiley Frustrated You are not alone there @PeterC  We have five form types; which we can't correctly convert to tickets. 

 

The forms in Hubspot are only useful for registration purposes, not for question based forms..... contact us, product enquiries, support, help desk etc. 

 

Both the workflow, and api workarounds are inadequate and long winded. 

pheebs
Participant

Form Submission fields can't be associated with a Ticket?

was this ever solved?  i'm brand new as of today and when the contact us form is filled out and a ticket is created, none of the submitted info comes through to the ticket.  it goes to the inbox ... which makes it a bit pointless having tickets