Tickets & Conversations

NicoleRinker
Participant

Is there a way for customers to close their own tickets in HubSpot?

SOLVE

Hi HubSpot Community,

I’m currently managing our customer support operations, and I'm looking for a way to allow our customers to close their own tickets. In my previous experience with Zendesk, we had an automated response system where, upon opening a ticket, customers would receive a link to our help center. They could then click a button to close their own request if they found a solution.

I was wondering if HubSpot has a similar feature or if there's a workaround that anyone could recommend to implement this functionality. Any guidance or suggestions would be greatly appreciated!

Thank you in advance for your help.

2 Accepted solutions
DianaGomez
Solution
Community Manager
Community Manager

Is there a way for customers to close their own tickets in HubSpot?

SOLVE

Hi @NicoleRinker

 

Thanks for reaching out to the Community, I hope you are doing well 🙂

 

I was looking into this for you, but unfortunately, at the moment, it's not possible. I’ve noticed a similar idea already present in our Ideas Forum.
To contribute, upvote the existing idea and share more details about your specific use case in the comments.


Thank you!

Diana


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View solution in original post

00000
Solution
Top Contributor

Is there a way for customers to close their own tickets in HubSpot?

SOLVE

Hi @NicoleRinker ,

 

Just wanted to share how our organization is working around this until a smoother, native solution is launched.

 

Create:

Two new custom ticket properties. Both SingleLine Text and restricted edit access is recommended.

MatchOriginal

Create workflow to automatically copy ticket record ID to this property upon creation.

MatchFeedback

HubSpot feedback form that is set up to automatically create a ticket upon submission. How you set up the form may vary based on how your company collects feedback, but the following should be true:

MatchFeedback is a hidden field inside the form.

Autofill based on previous form submissions should be deactivated.

It should be clear that by submitting the form, they are closing the original ticket.

Workflow to associate ticket created by the closure form to the original ticket and close the original ticket.

 

How this works:

Insert button with a link to the closure form in automated emails associated with open ticket responses that are sent from ticket-based workflows, like an automated notification of reply.

The link will include the trick the prefilled form solution from this community post. In this example, the link to your form should end in

?matchfeedback={{ticket.hs_ticket_id}}

That ending will insert the original ticket's ID number in the MatchFeedback hidden field.

 

Client submits the form to close the ticket.

 

Create a ticket-based workflow that is triggered when a ticket is created with the closure form as the record source.

Use Create associations to associate the closure form ticket with the original ticket. The screenshots below uses a label pair of Original and Feedback.

Associate.png

Set property of associated ticket to close.

Depending on your initial ticket set ups and closure form questions, you may also need to set or copy additional properties from the closure ticket to the original ticket and vice versa.

set close.png

 

Hope this workaround is able to help your organization! Please let me know if you have any questions.

 

Thanks,

Chel

View solution in original post

3 Replies 3
00000
Solution
Top Contributor

Is there a way for customers to close their own tickets in HubSpot?

SOLVE

Hi @NicoleRinker ,

 

Just wanted to share how our organization is working around this until a smoother, native solution is launched.

 

Create:

Two new custom ticket properties. Both SingleLine Text and restricted edit access is recommended.

MatchOriginal

Create workflow to automatically copy ticket record ID to this property upon creation.

MatchFeedback

HubSpot feedback form that is set up to automatically create a ticket upon submission. How you set up the form may vary based on how your company collects feedback, but the following should be true:

MatchFeedback is a hidden field inside the form.

Autofill based on previous form submissions should be deactivated.

It should be clear that by submitting the form, they are closing the original ticket.

Workflow to associate ticket created by the closure form to the original ticket and close the original ticket.

 

How this works:

Insert button with a link to the closure form in automated emails associated with open ticket responses that are sent from ticket-based workflows, like an automated notification of reply.

The link will include the trick the prefilled form solution from this community post. In this example, the link to your form should end in

?matchfeedback={{ticket.hs_ticket_id}}

That ending will insert the original ticket's ID number in the MatchFeedback hidden field.

 

Client submits the form to close the ticket.

 

Create a ticket-based workflow that is triggered when a ticket is created with the closure form as the record source.

Use Create associations to associate the closure form ticket with the original ticket. The screenshots below uses a label pair of Original and Feedback.

Associate.png

Set property of associated ticket to close.

Depending on your initial ticket set ups and closure form questions, you may also need to set or copy additional properties from the closure ticket to the original ticket and vice versa.

set close.png

 

Hope this workaround is able to help your organization! Please let me know if you have any questions.

 

Thanks,

Chel

Jigar_Thakker
Key Advisor | Diamond Partner
Key Advisor | Diamond Partner

Is there a way for customers to close their own tickets in HubSpot?

SOLVE

Hi @NicoleRinker ,

 

To automatically close tickets, you can try this workaround:

 

  1. Create a Custom Property: Add a property like "Issue Resolved" with a "Yes" or "No" dropdown.
  2. Set Up a Workflow: When your team sets this property to "Yes," use a workflow to automatically change the ticket status to "Closed."

This might not be as seamless as Zendesk, but it should work well for you.
If you find this solution helpful, please mark it as a solution!

0 Upvotes
DianaGomez
Solution
Community Manager
Community Manager

Is there a way for customers to close their own tickets in HubSpot?

SOLVE

Hi @NicoleRinker

 

Thanks for reaching out to the Community, I hope you are doing well 🙂

 

I was looking into this for you, but unfortunately, at the moment, it's not possible. I’ve noticed a similar idea already present in our Ideas Forum.
To contribute, upvote the existing idea and share more details about your specific use case in the comments.


Thank you!

Diana


¿Sabías que la Comunidad está disponible en Español?
¡Participa hoy en conversaciones en el idioma de tu preferencia,cambiando el idioma en tus configuraciones!

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !