Great minds think alike

The current SLA system lacks flexibility for teams handling phone calls and complex workflows. We propose enhancing SLA management to address these challenges.   Use Case Our team creates tickets for product/image amendments, often initiated by phone.   This leads to:   Distorted "Time to First Reply" metrics when no written response is needed. Inaccurate SLA tracking during internal processes after phone interactions. Proposed Features: Customizable Start Time: Allow manual setting of SLA countdown initiation. Pause/Resume Functionality: Enable pausing and resuming of SLA countdown. Edit Existing SLA: Allow modification of SLA settings on existing tickets. Conditional SLA Triggers: Set conditions for SLA countdown start. Phone Call Handling: Option to mark tickets as "Responded via Phone" to stop "Time to First Reply" SLA. Internal Workflow Status: Introduce status to pause customer-facing SLAs during internal processes. Benefits: Increased SLA management flexibility Accurate response time representation Better alignment with varied business processes Improved customer satisfaction More precise performance reporting   ...read more

One of the challenges we have with outbound calling from HubSpot is that our answer rates are low.  We have implemented Caller ID on the Twilio number we own that is used in HubSpot for outbound calling.  The problem with Caller ID is that it doesn't work all of the time and it can be spoofed.  How/when Caller ID works is dependent on carriers, device settings, etc.   We would like to see support for Branded Calling in HubSpot.  Branded Calling will gain momentum in the marketplace as it provides several benefits that HubSpot customer doing outbound calling can benefit from.  This includes:   Increased Customer Trust - people are 2/3 more willing to share information with orgs if the incoming call is branded. Increase Security Against Fraud - consumer can identify the company calling and answer without fear of being scammed. Improved Answer Rates & ROI - calls are authenticated from the first ring improving call pick-up rates. Here is more information on Branded Calling on Twilio's website.    Thanks. ...read more

Currently, HubSpot users lack the ability to leverage "Marketing Events Properties" for list creation and workflow automation. This limits marketers' ability to segment contacts and automate processes based on event-related data, potentially reducing marketing campaign effectiveness.   Proposed Solution: Introduce the functionality to use "Marketing Events Properties" in HubSpot's list segmentation and workflows. This would allow users to build lists and trigger workflows based on specific event properties such as event attendance, registration status, event type, or engagement metrics. Marketers could better target attendees or absentees, follow up with personalized campaigns, and automate event-related processes more effectively.   Key Benefits: Enhanced segmentation: Marketers can create more precise contact lists based on event participation data. Streamlined workflows: Automated follow-ups and engagement based on event properties would reduce manual effort. Improved personalization: Tailor post-event communication, improving attendee engagement and satisfaction. Example Use Case: A marketer could create a list of attendees from a specific webinar by Event Type or Event Status and send a personalized follow-up email. Additionally, a workflow could be triggered for specific event types based on their last engagement on events. ...read more

It would be great if starter customers could have the option to purhcase the SMS add-on especially when SMS can be a huge channel for SMBs.    While there are 3rd party integrations, this increases the friction for customers who want to use HubSpot as a all for one platform.  ...read more

Currently, by default, subthreads are excluded from triggering ticket automation as the assumption is that subthreads will not usually involve the contact, so they should not update the ticket e.g. reopen it.   We would like to have the option to let tickets re-open if the contact reply was forwarded since most of the users have to manually re-open due to forwarded or subthread replies from  contacts ...read more

It would be great if the task Chrome tabs previews the task view names, similar to how deal tabs show previews in the tab names. (see screenshots)  ...read more

In the legacy forms editor it is possible to have a field in which conditional logic is used as a hidden field. Enabling you to pass in a query parameter and then show the required logic.    The new forms beta has much better logic options & now you can have hidden fields with it. However, you cannot hide fields that have any logic applied. Are there any timelines on when this would be released. It feels like it should have been released last week when the hidden field option was released.  ...read more

I have 2 requests for the SMS tool we are using with HubSpot: SMS notification timing is not ideal. This is the current method;  Essentially when using time ranges it includes the time of day when this was set plus the range specified in the filter. The example I shared initially for example, if it is 3 PM on 20th August and the filter is for "less than 1 day ago" we look back at the following range: The time now (3pm) until previous midnight (15 hours) on 20th August The entire prior day midnight to midnight (24 hours) on 19th August The entire range included in the filter would be 39 Hours (midnight 19th August until 3 PM 20th August) The issue is that a meeting is scheduled for 2 pm, but by setting a notice for 1 day ahead, it does NOT function on a 24 hours. NOT ideal.   2. Second issue is that more than 1 reminder cannot be sent from the same workflow. (ie: 24 hr and 2 hr ahead of meeting). Only 1 can be sent and it's not even based on the time of the meeting, only the date. 3.  Third issue is based on using contact records, a user can't re-enroll in the workflow. What? Why?   ...read more

Currently, while we can implement straightforward personalization tokens for greetings, the lack of a user-friendly if/then/else condition directly in templates poses challenges, especially for those not familiar with HubL.   Our customers would like to have a more intuitive, visual interface for implementing if/then/else conditions directly within email and template editors, allowing users to easily create personalized greetings based on contact properties like gender. Use Case to make this more vivid: We have a client who needs to implement the following salutations in German: For female contacts: "Sehr geehrte Frau {{contact.lastname}}" For male contacts: "Sehr geehrter Herr {{contact.lastname}}" For neutral or unknown gender: "Hallo {{contact.firstname}} {{contact.lastname}}"   The first two are easy to do, the last one, however, is problematic if you don't want to build a workaround or if you're not familiar with if statements within templates and therefore can't tell HubSpot the following: "if gender is male or female, then use the values for greeting, salutation and last name. Else use the default value for salutation and individual values for first and last names."  Benefits of a more user-friendly conditional logic within templates Non-technical users could create personalized content without needing to learn HubL syntax. More tailored greetings could enhance user engagement and improve response rates in email campaigns, especially for gender-sensitive languages like German. Users could implement complex logic without cumbersome workarounds, making the platform more versatile for various marketing strategies. This feature would streamline the process of creating personalized content and make HubSpot an even more powerful tool for marketers. I believe many users would appreciate this enhancement, and I encourage others to support this idea. ...read more