Created By field on TicketsSOLVE
Nov 11, 2020 9:13 PM
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!
Solved! Go to Solution.
Nov 12, 2020 1:07 AM
How are you currently creating tickets? When creating a ticket manually, you can set the owner field to 'No owner', see below:
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!
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