For: for ServiceHub and support issues.
Goal: user centricity
Value: more personalised experience for the user
Examples: Users can respond directly to the automated support email from HubSpot and add additional information for their support requests. (without additional new tickets being created)
It would be great if users were able to respond to automated support emails and add more information to their support requests.
Currently, you can set up automated emails using workflows (via marketing hub). However, if a user were to respond to a automated message then an additional new ticket is created. It would be good if the feature was directly enabled in ServiceHub and the conversations were threaded.
I’m Vijay, the Product Manager for HubSpot’s Conversations Inbox tool. This feature is now live to everyone! There are a few ways to use this feature:
1) You can use the "Ticket Received" & "Ticket Closed" emails that are provisioned in your portals. Any replies to these emails will be threaded and show up in the conversations Inbox. We now have these templates for service hub starter customers as well. More details here
2) If you want to use your own email templates that you've created in HubSpot, you can choose an inbox connected email to send these emails from and replies to that will show up in the inbox (threaded to the original email). You can use these email templates in the workflow builder to automate your process
Thank you for all your feedback and patience.
I'm taking over the ungate process for this feature from Cambria -- email me directly if you'd like access: firstname.lastname@example.org
Thanks for the idea! This is something we're currently exploring how to support. I'll update this thread when I have more details around implementation.
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