Tickets & Conversations

GMarkham
Contributor

Looking to make associated ticket contact required upon closing ticket.

SOLVE

Currently we have associated company + contact as required fields on the create ticket form. This info. is not always known at time of ticket opening. 

 

Can we have this as a requirement to be able to move the ticket from "issue reported" stage to "closed tickets"?

 

The contact info. is known by the time the tech. resolves the ticket.

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2 Accepted solutions
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

@GMarkham that's the right direction, yes. You would create a property that checks whether there is at least one associated contact, then use a workflow to check a single checkbox property. This property is required for moving a ticket to closed. The Enterprise subscription is needed to restrict users from simply checking this box themselves and removing editing access.

 

Just asking for a contact name wouldn't suffice, as you could enter "Jane Doe" and simply not associate a contact. From experience, users will not go the extra mile to create and associate a contact.

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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FazleRabbihx
Solution
Participant | Partner
Participant | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

You can create a workflow for this.

 

If the "Ticket status = Closed" and "Number of associated contacts is unknown", then move them to the previous ticket status. 

 

So, when anyone changes a ticket status to "Closed", and "Number of associated contacts is unknown"  then this ticket will go back to the previous stage. Ultimately, the ticket status is "not resolved".

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10 Replies 10
FazleRabbihx
Solution
Participant | Partner
Participant | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

You can create a workflow for this.

 

If the "Ticket status = Closed" and "Number of associated contacts is unknown", then move them to the previous ticket status. 

 

So, when anyone changes a ticket status to "Closed", and "Number of associated contacts is unknown"  then this ticket will go back to the previous stage. Ultimately, the ticket status is "not resolved".

0 Upvotes
GMarkham
Contributor

Looking to make associated ticket contact required upon closing ticket.

SOLVE

Hello @FazleRabbihx I attempted to build the workflow as you described... however it only shows an option for "number of associated companies" no option for "number of associated contacts". 

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FazleRabbihx
Participant | Partner
Participant | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

You need to create a calculation property called "Number of associated contact". 

 

FazleRabbihx_0-1707247979350.png

 

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GMarkham
Contributor

Looking to make associated ticket contact required upon closing ticket.

SOLVE

@FazleRabbihx can we create that type of property with our service hub professional account? Also, what object type does that property fall under, (contact) or (ticket)?

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FazleRabbihx
Participant | Partner
Participant | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

Yes, you can create this type of property on the Service Hub Pro account. You need to choose the Ticket object to create this property.

0 Upvotes
GMarkham
Contributor

Looking to make associated ticket contact required upon closing ticket.

SOLVE

Could I make a custom property called "contact name" and make that property required before being able to move the ticket to closed?

karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

@GMarkham that's the right direction, yes. You would create a property that checks whether there is at least one associated contact, then use a workflow to check a single checkbox property. This property is required for moving a ticket to closed. The Enterprise subscription is needed to restrict users from simply checking this box themselves and removing editing access.

 

Just asking for a contact name wouldn't suffice, as you could enter "Jane Doe" and simply not associate a contact. From experience, users will not go the extra mile to create and associate a contact.

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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

GMarkham
Contributor

Looking to make associated ticket contact required upon closing ticket.

SOLVE
I don't think the HubSpot enterprise is something that the company would consider at this time...
0 Upvotes
karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

Looking to make associated ticket contact required upon closing ticket.

SOLVE

Hi @GMarkham,

 

Not out of the box, no. There aren't any settings for this.

 

Workarounds are possible if you're on an Enterprise subscription. Let me know if you are and I can detail the steps.

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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

0 Upvotes
GMarkham
Contributor

Looking to make associated ticket contact required upon closing ticket.

SOLVE

What would the workaround look like on enterprise subscription?

0 Upvotes