File managment

[agirard]

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[Marcus_Andrews]

Thanks for this feedback a few ideas below. 

1) I'd reach out to your HubSpot CSM and see if there is a way to rework your support/service set up. There are some good insights in here I will share with our product team but you may be able to make some small changes to your process and have more success with the tools. 

2) Thanks for logging this with support it's in the right hands and will be addressed. 

3) Snippets is the right tool here if you want to use HubSpot for this and the article could help. https://knowledge.hubspot.com/articles/kcs_article/conversations/use-snippets

4) It's not possible to re-open a live chat conversation but you can re-open an email or ticket. You may want to move chat's like that into a ticket. 

4-8) All of these are limtations of Conversations today but we have heard many of them before and it's good feedback. I'll share these with the product team and we'll consider them as we make improvements. Thanks for taking the time to share these. 

Thanks,

Marcus

Product Marketing

[Kateattard]

Hi there

I have a few questions

Knowledge base - when can we have more than one with different bradning on them etc. When will CMS improve so you can do things like add tables, change oclour of text etc.

Inboxes - We need to abiolity to change the to field in conversations for people who submit their query via a website form. Also the ability to forward ot people outside of hubspot where possible. The ability to do mass actions (eg assign to someone, delete, close etc), the ability to reopen a closed conversation. Also better reporting on conversations to allow us ot see the amount of a period of time (inclusing from email not just within the tool) and to see how long they were taken to close as we only use tickets for those that need further input that our customer service team but want to track our KPI of response time within the customer service team

Feedback - more sophisticaed and customisable surveying as in smart survey or survey monkey to replace our use of that.

[Marcus_Andrews]

Thanks for this feedback. 

A big part of the current focus on Knowledge Base is adding flexablity and a more customizable experience. Both of which your requests come under. No specific timeline for these but we'll take them into consideration. 

As for the Conversations inbox - this is great feedback most of which we have heard and are working on is some compacity. There isn't any specific timing but I will share these with the team. 

Feedback - The big requests we hear are around customizablity and are working ot make updates.You can now fully customize the from name, from address, subject line, and greeting across your surveys, for instance. More to come along these lines though, thanks again for the feedback. 

Marcus Andrews 

Product Marketing HubSpot 

[raylawrence]

1. When will it be possible to have multiple folder levels in the file manager?
   
   
2. When will it be possible to have signatures in conversations?
   
   
3. When will it be possible to merge Tickets?
   
   
4. When will there be more information on the cards?ATM it's not possible to see what a ticket is about, from or any other properties without click in on it. That doesn't help busy agents.
   
   
5. When will working hours be possible? All reporting is inaccurate if you don't havea 24/7/365 support desk.
   
   
6. When will it possible for a manager to set this? If an agent is ill, their status can be set by a manager. If an agent leaves it can't be changed by an admin.
   
   
7. Everyone CC'd to a ticket or convesation is added as a Contact even if we don't want thme in the system. HubSpot charges for Contacts. When will this behaviour be corrected (or made configurable)?
   
   
8. Suspend User. / Change User profile info. / Reset password. / Manage signatures Even for SMEs there are insufficient admin options e.g.
   ....When will these be available?
   
   

9.  Any plans to include project management (similar to Teamwork Projects) Managing projects (small or large) is a key part of service delivery to allocate tasks, update on progress, manage resources. Would be great t be able to do this in the system.

   10. Service sompanies often have contracts that have predefinned contract period e.g .support contracts. Any plans to include the facility to record those in HS SH?

   11. Exclusion of users from being added as contacts and their communications (email subjects) being monitored by any other Users is not comprehensive or effective. When will this change? 

[raylawrence]

 Any plans to include project management (similar to Teamwork Projects) Managing projects (small or large) is a key part of service delivery to allocate tasks, update on progress, manage resources. Would be great t be able to do this in the system.

10. Service sompanies often have contracts that have predefinned contract period e.g .support contracts. Any plans to include the facility to record those in HS SH?