Created By field on Tickets

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skylergast
Participant

When a ticket is created it seems like it automatically assigns the Ticket Owners as the User who created the ticket.. That seems wrong, rarely is the person who is creating the ticket the individual who is the Owning the ticket for a resolution.

 

Is there a way to get to the "Created By" field or something similar? E.g. When I create a ticket I want to display my name in a Created By field and then have the Owner field be empty until someone picks it up from the pipeline queue.

 

Thanks for your help!

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karstenkoehler
Solution
Most Valuable Member

Hi @skylergast,

 

How are you currently creating tickets? When creating a ticket manually, you can set the owner field to 'No owner', see below:

 

ticket-owner.png

 

Natively, HubSpot doesn't provide you with a 'Created by' field but this can be easily added. There is an option to create additional user fields in HubSpot, exactly like the contact owner (last bullet point here). I commonly see this used for a marketing owner field, a services owner field and a sales owner field. In this case, you'd be using it to create a ticket creator field. Start creating a custom property as you usually do (for ticket records), select 'HubSpot user' as type and name it 'Ticket creator'.

 

By navigating to Settings > Service > Tickets > 'Set the properties your team sees on tickets.', you can set this property to be displayed on all tickets for all users in your CRM, see also here.

 

Lastly, if you need to automatically remove or batch remove the onwer of some types of tickets, you can use workflows for that. Make sure you set the correct enrollment triggers in a ticket-based workflow and then add an action 'Clear property value' for the 'Ticket Owner'.

 

Hope this helps!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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karstenkoehler
Solution
Most Valuable Member

Hi @skylergast,

 

How are you currently creating tickets? When creating a ticket manually, you can set the owner field to 'No owner', see below:

 

ticket-owner.png

 

Natively, HubSpot doesn't provide you with a 'Created by' field but this can be easily added. There is an option to create additional user fields in HubSpot, exactly like the contact owner (last bullet point here). I commonly see this used for a marketing owner field, a services owner field and a sales owner field. In this case, you'd be using it to create a ticket creator field. Start creating a custom property as you usually do (for ticket records), select 'HubSpot user' as type and name it 'Ticket creator'.

 

By navigating to Settings > Service > Tickets > 'Set the properties your team sees on tickets.', you can set this property to be displayed on all tickets for all users in your CRM, see also here.

 

Lastly, if you need to automatically remove or batch remove the onwer of some types of tickets, you can use workflows for that. Make sure you set the correct enrollment triggers in a ticket-based workflow and then add an action 'Clear property value' for the 'Ticket Owner'.

 

Hope this helps!

Karsten Köhler
Freelance Digital Marketing Advisor

Beratungstermin mit Karsten vereinbaren


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skylergast
Participant

Thanks. This is basically what I ended up doing - creating a custom field and then using a workflow to switch Owner -> Created By.

James-Preseem
Participant

Hi All,

 

I use exports from hubspot to run certain types of analysis and reports that are not easily created in hubspot.

Back in late October the export of all ticket properties exposed significantly more ticket properties than what is usually available for export.  Under normal circumstances the export of all properties includes +/- 60 properties (save for custom properties that you may have added yourself.     However this expanded list of properties exported more than 240 different properties.  Most of these are related to the time and date that the ticket was in a particular status.  The following are `near` exact actual examples.

 

  • Date entered `Waiting on Customer (billing)`
  • Date exited `Waiting on Customer (billing)`
  • Time in `Waiting on Customer (billing)` (HH:mm:ss)

It appears that these 3 properties are populated for each `status (pipeline)` combination that exists in your environment.

 

However!

There are two properties that are on every ticket that are simply not exposed.

  • Created by
  • Created by user ID

What is not clear to me is whether or not these are exposed at an api level.

 

Unfortunately shortly after I asked support about these additional exported fields, they were again hidden and no longer visible. 

 

I have been asking to have several of these exposed to the UI for a while now.  Perhaps we can add some additional voices to the conversation.

 

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