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Customer Success & Service

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New ticket notifications
- We have new Hubspot tickets being created from two separate sources: 1. Our support Gmail inbox is configured in Hubspot to create new tickets. 2. Our application has a help button that triggers an API call to Hubspot to create a new ticket. We know that we can configure notifications for new Inbox items but this does not include new tickets created through Hubspot API. Two questions: 1. Is there a way to configure Slack messages to b ...read more
Workflow automation inconsistent across tickets
- Hi Hubspot brains trust, we have just rolled our service and purchasing team into Hubspot and have set up autoclose workflow automations on our system generated emails (invoices, PO's) to prevent these clogging up with helpdesk. We have then tried to set up another automation on the ticket that if the customer reopens the ticket it reopens as 'new' so that the team will pick it up to respond. Our customer service workflows are working ...read more
Help Creating Ticket automatically from Form Submission on Starter Hub Tier
- I am desperately trying to get a ticket system set up and need help. We are on the Starter Customer Tier, so we don't have access to Help Desk or Ticket Properities in Forms, so we need a workaround. What I want to accomplish is a) customer fills out support form on our website, b) support form automatically creates a ticket in our Hubspot system, c) ticket is automatically assigned to a team member based on the category of the ticket. ...read more
need help with error message when updating
- Hello, I spent all day yesterday designing a website on Hub spot. It was working fine then when I tried to update or save a message popped up saying error something went wrong try refreshing. Well I did that. I also tried other browsers same issue. Customer service was no help at all. I am kind of wishing I would not have spent so much time on this if the site wont work. I also cleared my cache, disabled maleware for the time being. can anyone h ...read more
Updating a category Changed the 'Last Modified' date for all articles
- So I made a quick adjustment to the placement of a single article in one of my categories and discovered that every article in that category has their "Last Modified" date changed to today. Is this supposed to happen? I don't recall this ever happening before when making tweaks to my categories. ...read more

N_Reedy on July 17, 2025

Updating Knowledge Base Template

Hey there, I'm looking to switch up the default knowledge base page and am trying im implement one of the templates available through the marketplace. What we currently have is pretty bare bones and doesn't allow for a lot of customization options read more

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ThomasSchädlich on July 17, 2025

"Whitescreen" when opening ticket in customer portal

Hi people, We currently have an issue that is hard to grasp. I have a specific user that created two tickets through our customer portal (though the issue happens for other users, too). Both of them appear in the ticket listing, and for one read more

Reply Discussion Tickets

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Victor_Becerra

Community Manager

July 17, 2025

Hi @ThomasSchädlich Thank you for reaching out to the Community! I'd like to invite some community members who are subject matter experts to ...read more

Solved

LFenton20 on July 16, 2025

Stop tickets being created from marketing emails received

We have a ticket channel linked to an inbox. This inbox receives marketing emails from various suppliers which then get created as a ticket and assigned to a support team. Is there a way to prevent these kinds of emails from creating tickets or read more

Reply Discussion Tickets

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karstenkoehler

Hall of Famer | Partner

July 16, 2025

Hi @LFenton20 , Yes, this can be done with the deny list: https://knowledge.hubspot.com/inbox/manage-your-allow-and-deny-list Best reg...read more

QCao on July 15, 2025

Customer Agent AI for Email

When will Customer Agent AI be available to answer support emails? This is suuuuuuper high value to us when/if available.

Reply Discussion Service

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Victor_Becerra

Community Manager

July 15, 2025

Hi @QCao Thank you for your feedback. I would highly recommend you to please post these product suggestions on the ideas forum . O...read more

Solved

avomd on July 14, 2025

Configuring "About this ticket" in View

We want the "About this ticket" to be fully expanded and in the center of our support view. Currently it looks like the only option is to have the "About this ticket" card collapsed and only accessible in the sidebar. Two questions: 1. Is it pos read more

Reply Discussion Service

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karstenkoehler

Hall of Famer | Partner

July 14, 2025

Hi @avomd , Yes and no, you can't move it, but you can delete it in the left sidebar and place a similarly behaving card in the middle section...read more

Solved

FKnudde on July 14, 2025

Best Practice for Syncing External User Roles per Company via Custom Object in HubSpot?

Hello HubSpot community, We are currently implementing a sync between our own external system and HubSpot. Our goal is to stay as close as possible to HubSpot’s standard object model while accommodating some relational complexity from our external read more

Reply Discussion How-To

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FKnudde

Member

July 15, 2025

Hi Karsten, Thanks for your quick and insightful reply, really appreciate you taking the time. We had indeed looked at association labels, and co...read more