Bring back the view in salesforce link on form submission notifications
Our Marketing Associates and BDRs use the view in salesforce link for every single new HubSpot submission. This was recently removed and clearly shows that HubSpot isn't supportive of their clients using SFDC. We now have to read the form, go into SFC and type in the name to access the SFDC record. This is really inefficient. One click used to get what we needed. Please bring it back!
Hi everyone, thanks again for that additional feedback.
@JojoHobbs Regarding an on/off button. A link in any of the emails sent would cause all emails to backlog. So adding in an on/off button would reintroduce the same issue we were seeing originally.
@SusanaBranum thank you so much for passing on such constructive feedback on this and your use case for this button. I've followed up on this with our Salesforce integration team to see how they plan on tackling these issues. They have told me they are currently working on a complete revamp of how our sync errors work and are handled. I don't have an exact timeline for this, but they are working towards improving this connection and visibility of error handling to help ensure connected portals can function as seamlessly as possible. I've passed your complete feedback onto the integration team so they can see your use cases and frustration too.
Hi all, Tom here from the HubSpot forms product team.
I want to say thank you to everyone for sharing their feedback on this, getting this feedback on any updates we make gives us a great insight into how our customers are using our tools.
I’d like to provide some context around why we removed this button from our form notification emails. When providing this link on the form notification emails we have to verify and pull these from our Salesforce integration. Frequently when there were sync errors our notification system would become clogged up and this would cause a backlog on all our notification emails being sent out. This would often require developer work to be put in to clear this backlog out and correctly identify these issues. The higher the backlog the heavier load our email sending infrastructure had to take before this could be cleared out and all notification emails were sent.
We took some time to review all our email sending logs and discovered that on average less than 1% of notification emails sent out had clicks on the “view in salesforce” link. Due to it’s low usage and high incident rate we made the decision to remove this link from our notification emails in order to improve the reliability of our notification emails.
I do want to confirm that this is in no way a step to remove any functionality from our Salesforce integration. This is one of our largest integrations and we plan on continuing to allow our customers to integrate between Salesforce and HubSpot as seamlessly as possible. This is also not a decision made in order to force any of our customers to rely on the HubSpot CRM. This decision was made solely to improve our form notification sending reliability.
I do apologise for any disruption made to your workflows. We will continue to monitor this thread for feedback on this and the removal of this link. For the moment this is not currently planned, however if a way to re-implement this link without negatively affecting our email sending reliability becomes available we will investigate this and post any updates to this thread.
Hopefully this will alleviate some of the pain you are experiencing after the removal of the button from the default form submission notification emails
Going through dozens of emails daily, this button was a real time saver for our marketing team. Really disappointed to see it disappear, even more without notice... Please bring it back.
As the others who posted before me have noted this is an important part of our workflow, and you have just broken it.
This is what I was told by HubSpot support: "This decision was made in order to improve the reliability and sending of internal notification emails. Any connectivity issues with Salesforce were causing these submission notifications to not send."
In the past, when the sync did not work or there was a delay, the Salesforce link just wasn't included in the email, but this happened infrequently. No idea why this is no longer a viable way to deal with intermittant issues.
Please bring back the link! This more than doubles the time spent on each submission, which is unfortunate when a solution already exists. I hope this can be brought back soon. I've been very happy with my past HubSpot support interactions, I hope that will be the case for this, too. Thanks!
As many others have said, removing this has caused issues for our Sales and BDR teams. As soon as this happened, I got emails from our BDR team asking what happened to the link.
Including the link in the email should at most be an option that can be turned on or off.
Please find a way to mitigate the salesforce issue you were having without removing this link. The 'view in salesforce' link is extremely important to our triage process.
We used the SFDC link as part of our primary workflow, so would like to see it's return. If we don't have that link, our salespeople can't use the email notification, because they don't use HS. They use SFDC only. Bring it back, as now our sales people will have to search SFDC manually for the new lead.
This is my response to the Hubspot Support email back to me when I wrote in to ask about the issue:
Yeah, that's really unfortunate. My sales team has been very vocal and upset that the link is no longer there, they were used to using it constantly throughout their workday. I understand there are other ways to get the same info, but it creates a number of extra steps and extra clicks, per each time a new lead comes through, which is many many times per day.
Furthermore, in order to comment on Hubspot causing an inefficiency and taking up more of our time, I have to follow a link, click a button, create a username and fill out a form to even be able to comment. Hubspot should also look at the number of support requests they get per item to know what is a pain point for their valued customers instead of creating more work for the customers to self-report their issues that they've already reported by writing into customer support in the first place.
