Looking to make associated ticket contact required upon closing ticket.

[GMarkham]

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.

[karstenkoehler · Accepted solution]

@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.

[FazleRabbihx · Accepted solution]

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".

[FazleRabbihx · Accepted solution]

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".

[GMarkham]

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". 

[FazleRabbihx · Accepted solution]

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

[GMarkham]

@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)?

[FazleRabbihx]

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.

[GMarkham]

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

[karstenkoehler · Accepted solution]

@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.

[GMarkham]

I don't think the HubSpot enterprise is something that the company would consider at this time...

[karstenkoehler]

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!

[GMarkham]

What would the workaround look like on enterprise subscription?