HubSpot Ideas

Contact Comment Notification - Improve Email

In Contacts, when you create a Note and @mention someone, it sends a notification by email (based on user settings) that includes the contents of the note.

 

There is a new functionality to Comment on an existing Note which allows for a record of communication regarding that subject to be captured. Previously, if you wanted to group notes, our users would edit the notes even if they didn't create them which led to a lot of doubling up on @mentions. 

 

This functionality has a very generic notification that needs to be improved to make the Comments tool as useful as the Notes tool.

 

1. The notification only triggers if you @mention someone in the comment. If this is treated like a conversation, the comments should automatically notify those originally mentioned.

 

2. The notification email is generic, it simply states that another user mentioned you on a comment for that contact. Unlike a Note, you can't read the information without going to the contact record. Some Notes/Comments are FYIs to management, which makes it frustrating that Comment notifications are different from Notes.

 

3. Include an option to Follow a thread of Notes/Comments which would allow you to get updates for a specific Note/Comment (similar to the notification for Following deal stage updates).

 

Comments provide a great opportunity to communicate with your team, 

HubSpot Updates
In Beta
July 17, 2023 04:44 AM

We are excited to announce we have opened a public beta that addresses some of the pain points raised here - specifically the subject line grouping and the amount of details in these comment notifications.

 

Any HubSpot portal can opt into the beta by visiting the link here. We have also included a feedback survey in the new notification emails as we'd love to hear how customers find these updated notifications and what else we should consider to further improve HubSpot's comment notifications. Thanks in advance!!

 

5 Replies
HeyRenee
Participant

Agree, this is a frustrating problem: 

"

2. The notification email is generic, it simply states that another user mentioned you on a comment for that contact. Unlike a Note, you can't read the information without going to the contact record. Some Notes/Comments are FYIs to management, which makes it frustrating that Comment notifications are different from Notes.

"

BrittanyMeans
Participant

I agree. 
The notification email is generic, it simply states that another user mentioned you on a comment for that contact. Unlike a Note, you can't read the information without going to the contact record. Some Notes/Comments are FYIs to management, which makes it frustrating that Comment notifications are different from Notes.

We need the ability to see the context of the comment. For users that group emails, you may have comments in one grouping from different HubSpot users that all pertain to a different company. It is inefficient to have to open the comment in HubSpot to gain understanding of what the comment pertains to. 
Please improve this functionality by adding a token for the respective object in the subject line and email header.

GavinL
Participant

Agree with the above - the email notification needs to

 

- come with context - eg Gavin commented on <deal name>>, or Gavin commented on <<ticket name>> instead of <<Gavin commented on an activity"

 

- be able to be replied to without needing to view the comment (including logging into Hubspot, finding the relevant comment in the tickert/deal notes etc, and then replying - since Hubspot and email are integrated, why not just be able to hit reply, type a response, and have this automatically added as a chronological comment in the Hubspot note

 
klam7
Member

I'm wondering this as well. All notifications "xyz commented on an activity" are grouped in GMail, because they have the exact same subject. Frustrating. The email body lacks context as well.

dowens
HubSpot Product Team

We are excited to announce we have opened a public beta that addresses some of the pain points raised here - specifically the subject line grouping and the amount of details in these comment notifications.

 

Any HubSpot portal can opt into the beta by visiting the link here. We have also included a feedback survey in the new notification emails as we'd love to hear how customers find these updated notifications and what else we should consider to further improve HubSpot's comment notifications. Thanks in advance!!