Formatting Ticket Names

[mccormack]

There have been submissions on the HubSpot Community to implement a format the names of Service Hub tickets. Here are a few:

• https://community.hubspot.com/t5/HubSpot-Ideas/Ticket-name-management/idi-p/311186 
• https://community.hubspot.com/t5/HubSpot-Ideas/Customize-ticket-name-when-a-ticket-is-created-by-an-... 
• https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/Update-ticket-name/m-p/788274 

The CS team here where I work wanted a particular naming convention and this has been successfully implemented to " [Company Name] - [Ticket ID] - [Conversation Subject]". 

It has taken a combination of 2 new properties and 3 workflows. 

Step 1

Create two new ticket properties: 

• Ticket Company Name 
• Ticket Name Clone

Step 2

Create three workflows: 

• Workflow 1
  • Company Enrollment Trigger: Company name is known and company has a ticket where the Ticket ID is known;
  • Action: Copy the Company name to the new ticket property Ticket Name Company;
    

Workflow 1

• Workflow 2
  • Ticket Enrollment trigger: Ticket name is known and ticket is associated to any conversation;
  • Action: Copy ticket property Ticket name to ticket property Ticket Name Clone AND "Go to Workflow 3" 

Workflow 2

• Workflow 3 
  • Ticket Enrollment Trigger: Ticket Name Clone is known 
  • Pipeline is any [chose pipeline
  • Actions: Set ticket name to Ticket Name Company - Ticket ID - Ticket Name Clone

Workflow 3

Result 

Result

Other Applications 

The above solution would help those who have similar issues with wanting the company name in the ticket eg.

• https://community.hubspot.com/t5/HubSpot-Ideas/Search-Tickets-by-Company-Name-Contact-Name/idi-p/214... 
• https://community.hubspot.com/t5/HubSpot-Ideas/Organisation-Name-on-ticket-view/idi-p/749998  

It is bizarre that such a workaround must be built but the team here are happy with the result. It will be expanded for tickets created by forms and manually going forward. 

[chighsmith]

Hi @mccormack,

Thank you for posting to the Community!

I'd like to tag in some Top Contributors to see if they have any ideas on appending the Ticket ID to the email subject. Hi @SNigam @JenBergren and @FazleRabbihx Do you have any ideas? Any advice for @mccormack?

Thank you!

Cassie, Community Manager

[michaelrandrup]

Hi @mccormack ,

I know this is an old post, but I have a question. We also have a workflow in place that sets the Ticket Name to "[Ticket No. XXYYYZZZZZ]: <Original Ticket Name>" - that's all fine.

But when our Help Desk users reply to the Ticket in the new Help Desk experience the Ticket Number is Not appended to the Subject, so the entire email conversation will just have "RE: <Original Ticket Name>" as the subject.

Do you know if there is a way to append the Ticket ID to the default email subject for replies?

Thanks in advance.

Michael Randrup

[AAhmmad]

"Formatting Ticket Names" involves structuring and styling ticket names to enhance clarity, consistency, and organization in a ticketing system or event management platform.

Absolutely agree Ahmad! Proper formatting in ticket names can make a huge difference, especially when managing large events or when dealing with a variety of ticket types. It not only simplifies the process for organizers but also ensures attendees pick the right ticket. Consistency is key! 🎫👌

[danmoyle]

Thanks for sharing this, @mccormack - very helpful!