Tickets & Conversations

EGussey
Member

Limiting Tickets Requests For A Given Time Period

SOLVE

Hello,

 

I work with a few companies that are looking to reduce the volume of ticket requests. Ideally if there was a way to limit the amount of tickets requested by a contact, that would be best. (5 per month etc.)

 

Some companies for example charge for monthly support (say creative agencies and the like). Say $200 per month for 5x web site updates.

 

Not sure if this is possible in HubSpot but would be a great feature. If there was also developer options that would work as well.

 

Thank you all for any input.

 

-Erik

0 Upvotes
1 Accepted solution
JHaber6
Solution
Contributor | Partner
Contributor | Partner

Limiting Tickets Requests For A Given Time Period

SOLVE

Hi @EGussey, this may take a few steps, but you can likely accomplish something similar using a few calculation fields and workflows:

 

  1. Create a date field on tickets called 'Today's Date'
  2. Create a ticket workflow to continously update that field with today's date. This post gives a great overview of how to do this
  3. Create a calculation field called 'Time Since Creation' on tickets to measure the time between 'Today's Date' and the 'Created Date'
  4. Create a calculation field on contacts called 'Number of Tickets in Last 30 Days' to count the number of tickets where 'Time Since Creation' ≤ 30 days
  5. Create a contact workflow to enroll contacts where 'Number of Tickets in Last 30 Days' ≥ 5. The workflow could notify internal users or the outside contact that they have reached the limit of tickets that can be submitted

If you want the contact to be re-enrolled everytime they submit 5+ tickets, not just once, you'll need to also:

  1. Create a string field on contacts called 'Last Associated Ticket'
  2. Create a ticket workflow to update the 'Last Associated Ticket' when a ticket is created
  3. Update the criteria on the contact workflow to trigger and allow contacts to be re-enrolled when the  'Last Associated Ticket' is known

 

Hope that helps!

 

Jenna Haber

646-481-8115

View solution in original post

2 Replies 2
JHaber6
Solution
Contributor | Partner
Contributor | Partner

Limiting Tickets Requests For A Given Time Period

SOLVE

Hi @EGussey, this may take a few steps, but you can likely accomplish something similar using a few calculation fields and workflows:

 

  1. Create a date field on tickets called 'Today's Date'
  2. Create a ticket workflow to continously update that field with today's date. This post gives a great overview of how to do this
  3. Create a calculation field called 'Time Since Creation' on tickets to measure the time between 'Today's Date' and the 'Created Date'
  4. Create a calculation field on contacts called 'Number of Tickets in Last 30 Days' to count the number of tickets where 'Time Since Creation' ≤ 30 days
  5. Create a contact workflow to enroll contacts where 'Number of Tickets in Last 30 Days' ≥ 5. The workflow could notify internal users or the outside contact that they have reached the limit of tickets that can be submitted

If you want the contact to be re-enrolled everytime they submit 5+ tickets, not just once, you'll need to also:

  1. Create a string field on contacts called 'Last Associated Ticket'
  2. Create a ticket workflow to update the 'Last Associated Ticket' when a ticket is created
  3. Update the criteria on the contact workflow to trigger and allow contacts to be re-enrolled when the  'Last Associated Ticket' is known

 

Hope that helps!

 

Jenna Haber

646-481-8115
TiphaineCuisset
Community Manager
Community Manager

Limiting Tickets Requests For A Given Time Period

SOLVE

Hi @EGussey 

 

Thank you for reaching out.

 

I don't see a native way to do this with HubSpot but I want to tag some of our experts here - @LMeert @Kevin-C @Teun can you think of something for @EGussey on this question? 

 

Thank you!

Best

Tiphaine


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