Linking ticket properties to help desk

[Bayanitani89]

Hello,

I am a new user here.

I created ticket properties that I want to have with each ticket. I also integrated our team inbox to HubSpot. However, how can I make it compulsory for agents to fill the ticket information form before marking any ticket as closed?

Will appreciate your support,

[briannester · Accepted solution]

Hi Bayan,

You can set conditional status properties for each status in any of your Ticket pipelines. If you go to your Settings > Objects > Tickets > and then select the 'Pipelines' tab, you can set conditional status properties on your Closed status. If you hover over that stage, you can select 'Edit properties' and there you can add Dependent properties and set them as required (screenshot attached). Once that logic is applied, anytime an agent sets a status for a ticket in that specific pipeline, a popup will show, and they will be required to add values to those properties. Do note that you will have to add this conditional logic for any pipeline that is being used with the help desk.

[Bayanitani89]

Thank you. That was very helpful!