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Customer Success & Service

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Best Solutions for SMS Customer Support in HubSpot?
- Hello HubSpot Community, I’m with a tech startup specializing in EHR/EMR solutions for healthcare, and we've been using HubSpot for about 9 months now, primarily leveraging the Help Desk for email and live chat support, which has been working well overall. However, we’ve encountered a specific challenge: many of our clients prefer SMS communication for support inquiries. We currently use JustCall integrated with HubSpot, which allows us to ...read more
Location option for meeting scheduler
- After searching the community I'm still confused... Context: I'm a new business owner and just started using the free version of Hubspot. Question: In the free version, is it possible to have an option for choosing the location (call, virtual, in-person) on the Schedule a Meeting form? I have watched videos and read posts about how this should now be possible, however, it is not available for my connections. Am I missing some settin ...read more
@ mention in Helpdesk
- Hello all, I have been using the @mention in Helpdesk to communicate with my team about those specific tickets. I never realized that the tickets with a mention are not being removed from the @ mention queue even after being closed. This creates a lot of white noise with obsolete call outs. How can we make these tickets disappear from the @ mention queue? I know I can detele my own callout but it's nice to have it as a potential fut ...read more
SMS support Ticket Workflows
- Hello, documentation suggests that you can enable SMS sending within a HubSpot workflow , but this doesn't appear to be an option with a ticket based workflow; can only seem to get the SMS option from a contact workflow. Is this possible or a miss in documentation and new feature? ...read more
Older emails not creating conversations when moved to support team inbox
- Hi there, My team has a mailbox, "support@domain.com". Sometimes, team members receive tickets in their personal mailbox, such as "john@domain.com". If that happens, we move them manually in Outlook over to the support mailbox. Usually, HubSpot recognizes those moved mails and opens automatically a conversation for them in the HubSpot inbox so that we can answer them through HubSpot. Today, I wanted to move over some mails that have ...read more

AValleUpright on January 10, 2025

Is an upgraded plan required to edit the KB footer?

We are trying to edit global content in the footer of the Knowledge Base articles. I'm not an admin but I'm working closely with a super admin. I have design permissions and a Service Professional seat. Neither of us has the correct permissions to e read more

Reply Discussion Knowledge Base

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AValleUpright

Participant

January 10, 2025

Thank you! This is the section of the footer I want to edit: Here's a whole walkthrough of what happens.

Solved

EAnnichine on January 10, 2025

Reporting for Last Activity Date per Company

I am struggling to figure out how to create a report that shows the following: - Last Activity Date Per Company - I would like this in a report to add to a Customer Engagement KPI Dashboard. Any recommendations or directions?

Reply Discussion Professional

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EAnnichine

Member

January 10, 2025

@Josh Thank you so much - this is helpful to start!

Solved

Himalaya1997 on January 10, 2025

Can we use Available toggle in the inbox section as a trigger or criteria in a worflow?

I need to give ticket to the user who has available toggle on in the inblox section. Is there any way I can it in a workflow?

Reply Discussion FREE

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karstenkoehler

Hall of Famer | Partner

January 10, 2025

Hi @Himalaya1997 , No, the availability of a user can currently not be referenced in a ticket-based or conversations-based workflow. Bes...read more

-K-C-M- on January 09, 2025

Create a Sent From name for customer portal conversations

In the customer portal, we respond from a Customer Care HubSpot account where the first name of the account is Customer and the last name is Care. So when we respond to a customer's message from the customer portal in the Help Desk, the response nam read more

Reply Discussion Conversations Enterprise

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karstenkoehler

Hall of Famer | Partner

January 10, 2025

Hi @-K-C-M- , Not within HubSpot, no. It's currently not possible in the customer portal to decide to display both first and last name. You co...read more

cloud_ni9e on January 09, 2025

Best Solutions for SMS Customer Support in HubSpot?

Hello HubSpot Community, I’m with a tech startup specializing in EHR/EMR solutions for healthcare, and we've been using HubSpot for about 9 months now, primarily leveraging the Help Desk for email and live chat support, which has been working wel read more

Reply Discussion Best Practices Professional

1 upvote

2 Replies

danmoyle

Most Valuable Member | Elite Partner

January 10, 2025

Hi @cloud_ni9e and welcome to the Community! I agree that adding texting, especially 2-way texting, would be a fantastic feature upgrade in ...read more

KJenkins9 on January 09, 2025

Forwarding Emails with Notes

My company is currently transitioning roles and the way we communicate with our customers. Sales uses Outlook and Support uses HubSpot. For example, we have Sales staff forwarding customer emails to HubSpot for our Support team to answer. When a Sa read more

Reply Discussion Enterprise

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KJenkins9

Participant

January 10, 2025

Thanks, I appreciate your reply. The post, Make short notes for Contact? might be a possibility which we'll explore. Unforunately, the Idea, Add a...read more