Great minds think alike

When using a Conversation Inbox, there are 3 ways that a conversation can be assigned: 1. Using the in-built automation looking at Contact Owner 2. Manually assign/reassign 3. Using a Workflow to assign/reassign   For some reason, only options 1 and 2 will automatically generate notifications for the user who is assigned the conversation (provided these notifications have been toggled on).   However,when using a workflow to assign conversation ownership, notifications are not generated. When I chatted with support, the answer I was given was that this is expected behaviour, and that I should be adding a Notification action to my workflow to ensure the notifications are generated (see screenshot below).   This seems mad to me; I see no reason why HubSpot can't replicate the notification logic for when a conversation is assigned to a user via options 1 or 2... this decision is also resulting in MORE work for admins (as now I have to create multiple "notification" actions to my workflows).   What's more, I've only realised this 2 months after launching a whole new process which was reliant on workflow assignment of conversations and so we've had high priority conversations assigned and not actioned because users were not being notified.       ...read more

In the Conversations Inbox, once I click on a conversation it turns grey and is treated as “read.” There is currently no way to mark that conversation as unread again.    I've looked into it and it seems that the "Mark as Unread" feature is only available for Help Desk Tickets, not for Conversation Inbox threads.   I often click into a conversation to quickly scan it but I’m not ready to respond yet. In email tools and other inboxes, I rely on the ability to mark a thread as unread so it stays visually bolded and easy to find later. In HubSpot’s Conversations Inbox, I lose that visual reminder as soon as I open the thread.   I’d like a simple “Mark as unread” action on conversations (for example: in the ellipses / More menu or right‑click) that makes the thread appear bold again in the left‑hand list, just like an unread message. This would make it much easier to manage follow‑ups directly from the inbox without having to create extra tasks or workarounds.   As Hubspot is loking to be the "one-stop-shop" for sales activies, it seems like a massive oversight to not include a simple function that is standard in almost every other email provider. ...read more

Right now with the whatsapp channel, you can only route to users who are availble. With our workflow, we prefer to allow the routing to happen to the contact owner even if they are set to away in the availability status which is not possible currently. The workaround is to create a workflow that assigns the conversations but this still requires manually updating the workflow when new workers are hired. We would prefer an option that requires as little manual intervention as possible to maintain.  ...read more

Use case When a customer submits a website form, a ticket is created as expected. However, the form submission on the ticket is only shown as a list of properties—with internal field names and no option to forward. The nicely formatted, forwardable message of the form submission exists only in the Inbox/Help Desk as a conversation. Problem This conversation “email” is not visible on the ticket, even though the conversation is technically associated with the ticket. On the ticket we only see ticket properties, but not: the localized/translated field labels as the customer saw them, all submitted fields (both contact and ticket properties), a forwardable message we can use to reply or route internally. Requested solution 👉 Show the original form conversation (“email”) directly on the ticket as a fully forwardable message. Ideally: identical to the Inbox/Help Desk rendering (layout + translations), visible as a Conversations thread on the ticket itself, clearly marked as the original form submission, fully forwardable (to internal stakeholders or external recipients). Why this matters Many teams work primarily in Tickets, not in the Inbox. The email-like rendering is ideal for customer communication (clean, readable, forwardable). Current workarounds (workflows, custom code, manual copy/paste) add friction and risk inconsistencies. A native solution improves efficiency, data quality, and end-to-end support experience. Benefits Professional customer replies directly from the ticket No need to juggle Inbox and Ticket views One source of truth with all form details in context Easy internal/external routing via Forward Summary Please make the form conversation visible 1:1 on the ticket as a forwardable mail thread, exactly like it already appears in the Inbox/Help Desk. This would be a major improvement for all teams using support forms and tickets. ...read more

When a requester submits a form and enters cc email address(es), we would like those email address(es) to be populated in the cc field when we reply within the Help Desk. ...read more

A small but impactful enhancement for the HubSpot Helpdesk would be the ability to display ticket numbers directly in the board view. This feature would allow support agents to quickly reference and track tickets without needing to click into each one. It streamlines communication within the team by making it easier to discuss specific issues and improves efficiency by enabling faster ticket identification and management. By integrating ticket numbers in the board view, HubSpot can help support teams work more cohesively and effectively. ...read more

For an efficient helpdesk, it's crucial that support staff can quickly access ticket information. A practical solution would be the introduction of tooltips in HubSpot. This would allow you to instantly view ticket descriptions just by hovering your mouse over them—no waiting for a slow preview image. Why Are Tooltips Helpful? Quick Access: Instantly seeing ticket details allows for faster processing. Streamlined Workflows: Immediate information means fewer delays and better prioritization. Happier Customers: Shorter response times lead to happier customers. This simple feature could significantly improve daily operations in the HubSpot helpdesk. Have you already tried this or have ideas for implementation? Feel free to share with us! ...read more

Often we want to trigger workflows from Conversation / Email property statuses, but we can't view the property information (like you can for other Objects) with property history, etc. Currently you can use these properties in workflows, but the properties themselves are invisible so trying to troubleshoot workflows that use these properties is impossible. ...read more

Multiple teams,  such as Sales, Customer Success, or Partner Management — may be engaging with the same contact. To avoid conflicts in lead routing, we created a custom property to manage ownership. It would be highly beneficial if the inbox assignment settings allowed routing based on that custom property. ...read more