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Hubspot Ticket Closure – Required Fields 

Review HubSpot Ticket Closure – Required Fields

Purpose

Certain ticket properties must be completed when a ticket is set to Closed.

This is enforced using HubSpot Property Logic on the Ticket status property, rather than workflows or pipeline rules.

This approach:

  • Enforces completion in the ticket UI

  • Avoids SLA corruption

  • Avoids close/re-open loops

How this works (overview)

When:

  • Ticket status = Closed

Then:

  • A defined set of dependent ticket properties becomes visible

  • These properties are marked Required

  • The ticket cannot be saved as Closed unless all required fields are completed

This enforcement applies when tickets are closed via the ticket record UI.

Required properties at ticket close

When Ticket status = Closed, the following ticket properties are required:

  • Customer Key Issue

  • Marketplace

  • eCommerce Platform

  • Key Issue

  • Sub Key Issues

  • Type

  • Resolution

All required fields are dropdown-based and enforced via Property Logic.

Where this is configured

Settings → Objects → Tickets → Properties

The logic is configured on the Ticket status property using Property Logic (Dependent properties).

How to edit or maintain this setup

1. Open Property Logic

  1. Go to Settings

  2. Navigate to Objects → Tickets → Properties

  3. Open the Ticket status property

  4. Select Property logic

2. Confirm the controlling rule

You should see a rule with the following configuration:

  • Controlling property: Ticket status

  • Condition: Equal to

  • Value: Closed

⚠️ Do not remove or change this condition.

3. Manage dependent properties

Under Dependent properties, you will see the list of required fields.

For each dependent property:

  • Ensure Required is checked

  • Ensure the property type is appropriate (dropdowns recommended)

To add a new required-on-close field:

  1. Click + Add property

  2. Select the ticket property

  3. Check Required

  4. Save

To remove a required-on-close field:

  1. Click Remove next to the property

  2. Save

Important behaviour notes

What this enforces

  • Prevents saving a ticket as Closed in the UI if required fields are empty

  • Highlights missing fields inline for agents

  • Applies consistently when closing tickets via the record sidebar

What this does not enforce

  • Does not block workflows changing ticket status

  • Does not block API updates

  • Can be bypassed by Super Admins or users with advanced permissions

Testing checklist (after any change)

Always test using a standard agent account (not Super Admin).

  1. Open an existing ticket

  2. Change Ticket status → Closed

  3. Leave one required field empty

  4. Attempt to save


Expected result:

  • Save is blocked

  • Missing fields are highlighted

If the ticket closes without validation, the logic has been altered incorrectly.