HubSpot Support Form and Dependent Field Functionality

Amazing HubSpot Support Forms

In this Sprocket Talk HubSpot Service Hub tutorial, we talk about support forms and how to make them amazing with dependent field functionality.

Ready to rock your support and service teams process? Then you know what time it is.


About the Expert

George B. Thomas

George B. Thomas is an Inbound Marketing Marketer, Video Jedi and HubSpot Certified Trainer with more than 25 years of sales and marketing experience. He leads the Impulse Creative crew in HubSpot certifications with 19 including Inbound, Email, Contextual, and Content Marketing.

George utilizes his love of teaching and learning to help companies find their way to growth via workshops, speaking engagements, business audits, and of course, Sprocket Talk.


Full Transcript

George Thomas
Are you a service or support professional? Or are you somebody putting together a support form for those service or support professionals? Either way, we're going to show you a piece of functionality that will help you get more information and add power to that support form. Are you ready to rock and roll? Then let's get into it. That's right. It's your boy George B. Thomas from sprocket with another educational video. And today we're talking about the Surface Hub. We're talking about support forums, and we're talking about the pendant fields. That's right. So without further ado, let's go ahead and dive into the HubSpot portal and get into the good stuff. So the conversation is around tickets and being able to have a support forum and be able to do some really magical things with the form fields and if a certain answer is collected, so let's go ahead and go into the settings section. Now in here what it is is it settings and then your inbox settings. And in this current view, we're in sprocket talk. And you can see that we have a sprocket talk support forum. Now what I can do is go ahead and go options, and I can manage the forum here, that's going to take me to the actual forum. And typically, when you create support forums, you probably will have just a typical first name, last name, email issue and details. But what if you wanted to get a little bit more specific? What if you wanted to ask them certain questions like do you want an on site meeting or things like that, and then you wanted to offer other information. So for instance, if we wanted to have our support forum, ask, do you want an on location meeting, we could simply come down here to our properties and we can drag and drop a drop down property in here and we will do this as a contact property, and we will call it on location meeting or to make our life easier, we'll make it a question. And we'll end with of course, the question mark, because it is a question, then we'll go ahead and use the description. And of course, then what we'll do is hit next here. Now once we have hit next, we'll go ahead and give the option of in this case yes or no. And now that we've got Yes or No, we'll go ahead and hit Create. So in our support forum, we've got would you like an on location meeting? And we've got the opportunity for them to select yes or no. Now we want to make this magical because it is yes, we want to be able to ask them questions around their address. So in this case, we'll say logic, and we'll go ahead and then if contains any of and we'll make it Yes. Then what we're going to do is we're going to say maybe something like state so we'll do state or region, and we'll hit Add. Now what we'll do is we'll go ahead and we're going to add a second rule. So we'll add another rule and is contains any And we'll say yes. And then we'll go ahead and say city. And we'll hit Add. And then we'll hit another rule. And we'll say is any of Yes. And then we'll do zip code, or postal code as HubSpot would put it now I could continue on, but I think you get it. Now, if somebody selects Yes, then we'll go ahead and ask these three questions state city and postal code. And of course, you can make this as many answers as you want to give them but that is the power of dependent fields. Now, where this comes in really powerful is for each one of these. If they selected Yes, you could have them fall into a list and then you could have an automated email or automated set of tasks happen that need to happen if you're preparing to go on an on location visit. However, if it's no, then it might be a completely different set of automated emails and tasks because maybe you're doing an on air or Live Meeting webinar or something like that. So being able to Use dependent fields inside of your tickets support forms can add a ton of power to what your service team either needs to know, or needs to automate after they know that there's a problem or whatever type of engagement you're getting out of this form. And of course, that's only the beginning. Depending on the fields, the questions that you ask, and the answers that you're looking for depends on what power you can add to that support form, what information you can actually get to your service or support team. So make sure you're using the support form. Make sure you're using dependent fields inside that form. Make sure you're doing the most you can with HubSpot, of course, while you're doing all that focus on being a happy, helpful, humble human. And along the way, let's do some happy hub spotting together.