Hello HubSpot, reaching out to request an visual indictor or alert when a client replies to a ticket while we are actively working it.
Our previous CRM provided an icon alerting the agent to refresh. And if the agent clicked “Send” on an email without refreshing, a red banner which indicated that a new reply had been received would appear.
We have seen instances of our client’s last email being overlooked because the agent was composing a reply when the most-recent email was received and would greatly appreciate these types of improvements.
I’ve included some screenshots below.
Screenshot 1:
Before clicking Send - update icon appears
Screenshot 2 :
Clicking Send - email does NOT send -- instead this red banner alerts agent to the response. Agent must click Send again.
We would love to see an update to Tickets which asks the agent to confirm their email send if the client has recently replied.