Great minds think alike

In the support environment for Hubspot there is a help widget available with different functionalities:   - Top articles - Contact support (opens a contact / chat / call form) - View support tickets - Browse Knowledge base:     You also have functionality that allows you to set a trigger anywhere else in Hubspot that will then open up this widget with the relevant KB article opened inside of it directly.    https://www.loom.com/share/12f8b62c4b4e414ca2e75264d63ff596   We are currently using the Service desk of a competitor that has a widget like this as a feature. It's a feature that is sorely missing in Hubspot Service Hub - as you can only link to KB articles through the chat widget. But this is not intuitive at all.    Enabling users to browse the knowledge base and directly open articles from within the widget allows for a lot better self-help and reduces the amount of customer support requests. Of course we do not have to convince Hubspot of it's value as you spend development time on custom building this solution for yourself.   Now it's time to make it available to your Service Hub customers as well 😉  ...read more

Hi,   I want a pony.   I discussed this after my initial request to sync with Salesforce had been resolved excellently by HubSpot Technical Support. So, since that was done to my satisfaction, I asked for a pony. I was told that I cut out a bit and to please repeat what I said, so, I restated my request and was told, unfortunately that that cannot be done   I was then told that it would be "so awesome if I could make a pony gallop across your screen right now." I agree. I said I would file this as a ticket in HubSpot Ideas. So I am.   I think that it would largely be agreed that we work pretty hard and that we deserve ponies.   If you agree, pleaseee share this with your teammates and vote this up. We want ponies. We each deserve a pony. We demand ponies. Give us our ponies. ...read more

Issue: Tickets Owner and associated Conversation Assignee are not linked.   Use Case: Our support team rotates who is on call. Whoever is on call during a specified period of time will answer incoming client issues for that period. To facilitate this, we have the Conversations Inbox set to unassigned for new incoming messages. We also have it set to automatically create new tickets, which also have the ticket owner as unassigned. If a support rep claims a Ticket they set themselves as the owner, BUT the associated Conversation is still shown as unassigned.   As a result it diminishes our team's ability to work out of both the Ticket and Conversation areas concurrently, as ownership of something in one area is not reflected in the other. This reduces the usefulness of the Conversations Inbox.   Solution: When an unowned Ticket (automatically created from a new Conversation) has it's owner set, also assign the associated Conversation to the same user. ...read more

Since the new "phone number formatting" feature was introduced today, I have to go into the pop-up that comes up every time I want to enter a new phone number and it forces me into the format Hubspot developers have chosen. Currently there is an option to turn formatting off, but it's not permanent and I'll have to do that in the pop-up, every time I enter a phone number. Please supply an option to permanently turn off the specific format that's now the only option. ...read more

We had this feature in Intercom chat and both customers and agents had fun using it. It helps to make the conversation more friendly. ...read more

It's crazy to me that Hubspot doesn't have the option to make a contact or deal private. Hubspot has provided about four different workaround solutions but nothing that actually accomplishes this. With enterprise you can make certain properties private, but that doesn't account for confidential notes on a contact or deal record.    The current and best workaround appears to be to restructure my entire organization so that only certain teams have certain access to certain contacts and then make the contact owner a certain individual. This doesn't really work as a solution since certain individuals are on more than one team.    Hubspot, PLEASE PLEASE allow us to make objects private to certain teams instead of having to restructure our entire permissions set.  ...read more

This idea concerns the HubSpot status page https://status.hubspot.com/   Right now it is possible to subscribe to email updates for individual ongoing incidents, but there is no general email subscription option. The idea is to receive an email notification whenever anything whatsoever is reported on status.hubspot.com   As per the page footer, the HubSpot status page is a service provided by statuspage.io   Looking at other companies who provide status pages via statuspage.io , you can see that they provide this type of functionality. Examples are the following:   https://status.memsource.com http://status.sharefile.com http://status.quickbooks.intuit.com On all of these pages, it is possible to subscribe for email updates.   The option to receive automatic email status updates would help customers to stay on top of HubSpot status updates. ...read more

When a new ticket is created because of an email automatically the subjectline becomes the ticket title. It would be so helpful if the ticket ID was automatically placed after the ticket title and also the subjectline. That way a ticket can easily be found in your inbox and in the 'tickets board'. This is also useful if a client wants an update on a particular ticket as one client can have multiple tickets. Zendesk does this automatically for example.  ...read more

It would be great to have the option, as you do in Linkedin, to toggle this on / off per user. Sometimes it is easy to accidentally press Enter or want to start a new line and instead you send a chat message. ...read more