We work with several different pipelines of HubSpot service tickets. We would like to set the default for displayed ticket properties based on the pipeline we're working with. For instance, we want to see our custom "Serial Number" field in our RMA pipeline, but we don't need to see that field on the ticket for our "Enhancement Request" pipeline.
👋Hi all! An update on this beta - Both Conditional Property Logic (surface/require properties depending on the value of another property, including Pipeline) and Conditional Property Options (specify which options are shown for a property depending on the value of another property) are out to all Hubs, Professional+ subscription.
Hi all! An update for you - we are now in private beta for a feature that will enable you to customize the ‘Create record’ form by deal, ticket, or custom object pipeline. This means that different properties will be displayed on the ‘Create record’ form depending on which pipeline a user selects.
Your CSM can request access to this beta on your behalf. We plan to move this feature to public beta in the near feature based on usage and customer feedback, at which point customers will be able to opt in themselves.
Hi everyone - I'm Rachel from the CRM Product team. I wanted to post a quick status update on this idea. We’re actively working on a feature that will enable you to customize the ‘Create record’ form by deal, ticket, or custom object pipeline. This means that different properties will be displayed on the ‘Create record’ form depending on which pipeline a user selects. This falls into the first category of work that Jeff mentioned in his previous post (record creation). I hope to post here soon with more updates.
Thank you for your input and please keep the feedback coming!
Hello HubSpot community! Thanks as always for your great feedback and use cases.
I would separate the work needed here into two areas:
Record creation - being able to create separate ticket creation forms, based on pipeline the ticket belongs to.
Record display - update the About card based on what pipeline the ticket belongs to.
We are strongly considering more work for both of these areas, thanks to your feedback. I have no firm timeline to share, but this work is important. It lines up with our focus on making the CRM more configurable to your business, and streamlined for your reps.
Does this post help you? If so, then help others by accepting it as a solution.
Excellent suggestions. You may wish to add them to a new or existing thread in HubSpot Ideas.
You'll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! 🙂
We work with several different pipelines of the HubSpot service tickets. We would like to set the default for displayed ticket properties based on the pipeline we're working with. For instance, we want to see our custom "Serial Number" field on a ticket in our RMA pipeline, but we don't need to see that field on a ticket in our "Enhancement Request" pipeline
I have the same problem. It is quite surprising that hubspot provides a way to separate the tickets with pipeline, but they don't provide a way to distinguish the tickets.
What's the point to put identical tickets into different pipelines?
I am going to have 5 pipelines and I can foresee the tickets will have at least 10 irrevelant properties when I finish adding the properties to the same pool.
I feel that the pipeline feature is just halfly done only.
I have the same problem. It is quite surprising that hubspot provides a way to separate the tickets with pipeline, but they don't provide a way to distinguish the tickets.
What's the point to put identical tickets into different pipelines?
I am going to have 5 pipelines and I can foresee the tickets will have at least 10 irrevelant properties when I finish adding the properties to the same pool.
I feel that the pipeline feature is just halfly done only.
We also need this. We love ticketing functionality but need different default properties for different pipelines. The pipelines serve very different purposes.
Adding my voice here -- the functionality of the ticketing tool is very helpful for a variety of processes where we need oversight around getting a task completed. But we've built out the properties to aide in very specific processes. Now we want to utilize the tool for other processes but the default properties are not relevant for these new processes.
I would like to be able to set the default visible ticket properties for my team for each pipeline.
No need to have more than what you need for each pipeline. Unused fields add to confusion and inconsistency. This is a significant loss when moving from a dedicated issue tracking platform to HubSpot.
I have the same requirement. I want different pipelines to display different ticket properties upon creation. Also I want different properties display at the card depending on the Pipelines
We are in the same position. We have recently made the transition from Zendesk to HubSpot Service, and having ticket properties aligned to different pipelines is a must. Hope to see an update here soon.
So badly needed! I'm setting up our Service Hub now and very dissapointed this is not an option currently. We have several unique pipelines that have properties that have nothing to do with each other, so I'll have to add all of them to EVERY ticket and hope that our agents don't get confused about seeing a huge form with a lot of information that isn't relevant to the pipeline they are adding a ticket for. Hope this can be added to Hubspot soon!
This is the initial idea posted by JonnyT. "We work with several different pipelines of HubSpot service tickets. We would like to set the default for displayed ticket properties based on the pipeline we're working with. For instance, we want to see our custom "Serial Number" field in our RMA pipeline, but we don't need to see that field on the ticket for our "Enhancement Request" pipeline."
We are experiencing a similar issue in 2020 with our 2 pipelines and require them to display different sets of properties when creating tickets. Please look into this for us as.
We have the same issue. We want to use the ticket pipelines for various reasons and all of them require separate properties. I don't see any updates from Hubspot on this one, any updates??? Seems like this has been out there for 2+ years with no advancement.
