Recently implemented Hubspot & am absolutely shocked & disgusted to find that I cannot search for a keyword in emails only in the subject line of the email. How is this possible in 2020 in a CRM system?!?!?!?! One of the reasons we implemented the system was to have a centralised activity history for each client so that we can find emails in one place without having to ask everyone to individually run a search in their outlook to find the email. Does anyone know if there are plans to fix this MASSIVE FLAW in the system or if there is any workaround I can use?
Hey everyone. Product Manager for Global Search here. I understand the frustration (even I find it frustrating to not have this feature) and apologies for the delays here but be assured that searching by email body is on the top of our list. We are first prepping our system for this and making sure that this does not impact performace and reliability of Global Search because making it possible to search on whole email bodies across HubSpot is a pretty challenging feat.
I will send an update here once we have some progress.
Have to agree with everyone else commenting on this, it is actually astounding this is not a feature in a CRM in 2023. Appreciate the reply from NazzMohammad, a month ago, but its little more than a placeholder response saying we don't have the feature, the fact this was first flagged in January 2020 and there is still nothing outside of "will send an update here once we have some progress" a month ago, this is such a fundamental requirement in the tool and completely diminishes the value of not only sending emails through HubSpot, but moreso for a central respository where you are working as a team and wanting to negate the dreaded cc email epidemic, you can't because unless you are cc'd and can keyword search in your mail client you are completely blind to searching out the keyword in your CRM, I have to say I'm stumped this isn't a standard feature in HubSpot after 17 years.
Another upvote. Have just gone through implementation of the service hub, our team is extremely frustated about this. We provide very techinical, scientific support to our customers and not been able to find previous tickets based on responses is a massive flaw that even basic systems such as HelpScout (which we migrate from offers). Would be good to see this implemented soon.
I've reached out to HubSpot's wonderful CEO on LinkedIn over the weekend with a share of this thread and the very real issue this creates for us, and others, she accepted my message, hope it helps.
Hey @CJAsha I just got back from vacation and can see the continued frustration. Unfortunately, the scale at which Global Search works and the amount of email content we deal with, a few weeks are not enough for us to roll this out. We are still working on preparing our infrastructure to be able to search the scale of email body content and it could take up to a quarter next year to just be able to do that. Rest assured, this is a top priority for us and we eagerly what to launch this to you all as soon as we can.
Hi @NazzMohammad , nice to hear that you are finally (or hopefully?) working on this....let's call it issue (instead of a big fat problem :-))
As I understand that there are surely difficulties especially with the amount of data you have to process, still I find it a bit confusing to hear that " a few weeks are not enough" to roll out. This issue has been brought up to you already 3! years ago.
Sorry for being sceptical here, especially as the status of this feature is set to "not currently planned".
We will definitely take a closer look at other CRM systems as there is a lack of communication for such a profound feature and you still can't tell us when it will be implemented
Thanks @NazzMohammad for the reply, I was going to say similar to NMaric, I think the couple of weeks to develop response is a little misleading, the top and initial thread and request was started way back in July 2020 - so it hasn't been an issue for a few weeks, my response is a few weeks in age though. Fingers crossed this gets the traction it needs, its a huge issue.
Great that there seems to be some movement on this from Hubspot but I fear it’s going to come too late for us. We’re now actively researching other CRMs because not being able to search emails is such a problem.
I really need this for email hygiene and rep performance. Additionally, we want to track keywords and language used from a product perspective. Right now we have an external AI tool integrating with Google and it's painful.
This is core functionality and a massive reason I will never recommend anyone switch from their current ticketing platform to Service Hub. The lack of response over the last 3 years to overwhelming feedback shows there is little follow through on the side of HubSpot. We will not be using this platform once our contract is up if I have a say as the Customer Service Manager. Highly disappointed is an under statement.
@NazzMohammad This is great news and we are eagerly looking forward to this functionality! Would it be jumping the gun to change the status of this ideas thread to "in planning"?
Hey @NMaric and @CJAsha I joined HubSpot 1.5 years ago and the Global Search team less than a year ago, so personally, of course I didn't even know about this until a few months ago. I am pretty sure the PM before me had good reasons to not prioritize this over lots of other important work. I know that the team had finished doing some significant work to improve the relevance of the search results when I joined the team removing about 1 million irrelevant results per day from the search results HubSpot serves.
I don't wanna make a hard promise but as this feature is the team's topmost priority for delivering at the end of Jan 2024/start of Feb 2024 after finishing up on our backend performance improvement work, so if your CRM Search and migration would take more than Q1 2024, we might just be on time for that.
Hey @PaulAuth . The keywords and language use case is interesting. Let's talk about it in DMs.
Hey @eddygearup I understand the disappointment and I would say the same. FWIW, Service Hub is doing some really great work in improving the whole suite and the way is getting integrated in all parts of HubSpot and even Service Hub is insane.
Hey @n_costa I have been facing a bit of an issue with the community system internally and unable to change the status. The community folks are geting it fixed and then I can move the status. But I can say for sure that this is not just "in planning" but already prioritized to be picked up after the holidays.
Everyone here, feel free to DM me here for feedback, requests or even on LinkedIn here.
Thanks for the latest response @NazzMohammad and the status change to in planning, being in software dev fully appreciate this is no small undertaking, not having this capability is a HUGE issue, and hope its something we can look to benefit from within the next 12 months.
That timing is the best news we've heard in a long time.
HubSpot's email functionality has some phenomenal shortcomings and this is one of them. Top of mind at the moment is its inability to do something so simple as to identify the best subject lines based on user engagement. Oh, and hey, engagement by itself with all of the false opens, false clicks, and false page views.
I realize I'm moving off-topic here, but if you can't build some type of dev to identify false engagement, how on earth can we determine the success of our efforts, report on goals/KPIs, and how can marketing capture real intent for Business Development/Sales?
@NazzMohammad Thanks for engaging on this honestly and openly. It's great timing that you are actively working on this. Hopefuly you don't hit any major blockers which delay this for years. We are switching from an old self hosted OTRS to HubSpot Service Hub in the next couple of months, so it will work out if it's delivered sometime this year. All the best with the development.
