To help show the benefit and usage of snippets it would be beneficial for admins to see the usage of snippets within the portal. This would help to show who is using what snippets and overall if there's any snippets which aren't been used to then allow us to either edit or remove unused snippets.
I'd go even further and say that adoption reports right across the HubSpot ecosystem would be really helpful for identifying areas for further training and /or support.
Agreed. Also snippet metrics and tracking overall would be beneficial for tracking customer needs on a deeper level beyond ticket categories - when snippets are being used in the external customer service ticket setting.
I don't know how or why this isn't already a thing - I mean HS tracks eeeeeeeeeeverything - I think someone just dropped the ball after a long lunch and said, naaaaaah no one will need that.
Our current workaround is adding a UTM to the snippet.
+1 one to this. I'd like to be able to identity when a snippet/template was used in customer communication and what are the most used ones. This is an essential part of QA for the Customer Support team, understanding where we can do better with self-serve and what trends are we identifying.
The only way we have to track support ticket topics is by using categories & subcategories; however, this is a pretty broad breakdown, especially when working with a tech product. It would be really helpful to be able to track topics on a granular level, either through snippet usage, keywords, tags, so that we can see the top questions that are being asked. This can then help inform where we need to put more energy into self-service resoures to better address people's questions.
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