Jan 22, 20248:34 AM - edited Jan 22, 20248:35 AM
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
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".
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".
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".
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)?
Jan 22, 20248:34 AM - edited Jan 22, 20248:35 AM
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