Include Conversation Comments on Customer Records

HubSpot Ideas
1

Our team record a lot of valuable information in the comments section of our ‘conversations’, which is not visible in the customer profiles.

Sadly, once the conversation is closed, this information is lost for future reference without having to dig through hundreds of emails to fin it, and you only go looking for the information if you know it existed. Therefore the team could be missing valuable client data without even realising it.

It would be great to somehow include the comments in either the email threads or as note attachments, anything that helps to quickly identify the customer’s history in the one location.

2

Also, comments are not searchable which make it even harder to find.

3

Agreed. This is the only feature holding me back from using the Inbox/Conversations rather than the Ticket record directly.

As it stands, you can see an entire conversation on the Ticket activity as emails, but since the comments do not show up on the ticket a user must go to the Conversation itself to see them. Seems odd that I can see my entire Conversation in the Ticket activity, but can’t see comments (which are just as important)?