Service groups
We are using Hubspot for our support.
When a customer calls or emails, we want to group customer questions into Main subject Groups.
Example:We provide software and hardware. If the customer calls about a printer then it should come in the hardware group.
When a customer calls or have send a mail about our software we like to group them to the function where the question is about.
In this way we are building more structured data. Maybe theres a workaround but couldnt find it yet
Hi @CD001,
This would typically be solved be adjusting the ticket property “Category”. In the property settings, you can edit the options, Create and edit properties, then place the property in the left sidebar of the ticket record.
Once you start maintaining this property for each ticket, you can create filtered views and reports.
Let me know if you have any questions about this or follow-up questions!
Hi, i just heard that we are working from the Hubspot inbox. Is there a way to select one of those groups inthere instead of opning all the support tickets seperatly?
Hi @CD001,
Conversations can, as far as I know, not be grouped by custom properties.
Hi @karstenkoehler thats a pitty because thats what we need! We like to have an option to connect inbox conversations to the group fields
Thanks for you reply. However the link doenst work inhere?
@CD001 fixed!
Hi @karstenkoehler do you have an idea for this?