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Customer Success & Service

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I can't use ticket properties in the Form Editor
- Hi, When I create a form, I can only use the Ticket properties if the type of form I’m building is "Legacy Form Editor." Am I missing something, or is it not possible to use properties other than those for Contacts and Companies in the Form Editor? Is there any possible workaround? Thank you. ...read more
Set a recurrent survey based on a boolean property
- Hi, I have a contact property which has the values "Yes" and "No", this changes based on the number of closed support tickets they have. Is it possible to send a Support Feedback Survey out to customers when they are set to "Yes"? I want these contacts to be able to receive the survey multiple times Thanks ...read more
Missing Conversations in HubSpot Inbox
- Hi HubSpot Community, I'm facing an issue where I can see full email threads inside a ticket, but in the Inbox, I can’t see the client’s replies. The ticket was generated when a Customer Partner (CP) forwarded an client's email to support. Now, the ticket is correctly associated with the client's contact and company, but the full conversation isn’t visible in the Inbox—only in the ticket. Any ideas on how to resolve this? Has anyone ...read more
Contact not associated with ticket responds
- We forwarded an email from a closed ticket to another person at the client company. The contact was not associated with the ticket and responded to our email. Their response was logged against the ticket but the ticket did not reopen. Do they have to be associated with the ticket for it to reopen? Does forwarding an email not associate the receiving contact with the ticket? Does the ticket have to be open for the contact to be associa ...read more
Automating Churn & Termination Tracking in HubSpot
- Hey, I’m working on setting up a better way to track churns and terminations in HubSpot. Right now, there’s no solid process in place, and the team has asked me to automate it. The idea is simple: if a customer emails support@example.com with keywords like "ending my contract," "termination," etc., a ticket should be created automatically. Is there a way to pull those emails into a property or trigger something based on those ke ...read more

JSchembri on March 26, 2025

How do you track time on tickets with tags that outline the Support activity

Our current use case is that we can log time on individual tickets but do not have a way to log what we did in that time. Therefore we can only get accumaltive data on how long it took to complete a ticket and not where that time was spent. For read more

Reply Discussion CRM How-To Reports Tickets

5 upvotes

2 Replies

JSchembri

Member

March 26, 2025

Thank you Josh. We are looking at Clockify and another client at the moment but its still not quite giving us the data insights / reporting that we n...read more

DSurman on March 22, 2025

Knowledge Base Migration Caution & Authentication Errors

Hi All, Has anyone experienced long delays in the magic links for Knowledge Base access groups receiving their authentication? We've had a few users who have experiened 7-8 hour delays, and by the time they receive the links, they're expired. read more

Reply Discussion Knowledge Base

0 upvote

2 Replies

DSurman

Contributor

March 24, 2025

Thanks, Diana - I'm glad to hear the internal team has made the adjustments, but maybe they're still testing it, as the display and linking issues ar...read more

NConley on March 21, 2025

Protected Content and AI Customer Agent

The protected content is an important part of serving KB Articles to our customers, while also protecting our features in our very predatory market. I really like the new Customer Service Agent, but was very dissapointed to find out that it can' read more

Reply Discussion Chat Knowledge Base

0 upvote

4 Replies

BérangèreL

Community Manager

March 25, 2025

My pleasure @NConley , glad to help! ❤️ Have a lovely day and I look forward to seeing you around the HubSpot Community soon! Warmly, Bérangèr...read more

brokerkit on March 21, 2025

Preventing "Agent" from Triggering Automatic Transfer in Luma

Hello! I'm using Luma with HubSpot, and I've noticed that when a user says the word "Agent," it automatically triggers a "transfer to human." Is there a way to prevent this from happening while still allowing transfers in other appropriate scenarios read more

Reply Discussion Best Practices

0 upvote

3 Replies

PamCotton

Community Manager

March 26, 2025

Hey @brokerkit , You're on the right track! If the setting is blank, it typically means it defaults to "Agent." You can usually find ...read more

TWoods7 on March 21, 2025

Issues with outboxes linked to enrolments for manual email tasks in sequences

Hey, I've got a sequence that uses manual and auto email. (step 1 manual email >> step 3 auto email) When I enroll the contact into the sequence I have an option to choose which email account it links to and link it to outbox 'A'. Then, whe read more

Reply Discussion Sequences

0 upvote

1 Reply

TWoods7

Participant

March 21, 2025

Ps. I think the last point will resonate with a large audience

jbullco20 on March 20, 2025

How to link my domain to website

I have 2 questions. I created a website on Hubspot. I think I have figured out most of the things I wanted to do. However, there are 2 things I can’t seem to figure out. 1. Link the Hubspot website to my domain. 2. Link the “Contact Us” form read more

Reply Discussion Free

1 upvote

1 Reply

karstenkoehler

Hall of Famer | Partner

March 21, 2025

Hi @jbullco20 , For the first question, please refer to this step-by-step instruction: https://knowledge.hubspot.com/domains-and-urls/connect...read more