Great minds think alike

I would love for the bot to be available 24/7 as a seperate option to live chat and email.   Currently the help bot is available to attempt an answer to your first question before being put through to a live agent. I am finding my self coming to the chat to ask for the bot's assistance, particularly with small things that I know are likely to be somewhere within the HubSpot knowledge base, but I can't seem to find them myself, or things I want to know quickly, but I wouldn't normally bother a human about.   However, the bot is only available when the Help Desk team is available and is unavailable during times like the day of rest and training days.  It would be great if the bot was still available during these times, and then could default to email if no one is available for live chat. ...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

I'm aware of this idea existing and its status, but would like to refocus the discussion as the original idea's OP doesn't provide a lot of context.    Short description of the problem: Hubspot Service Hub needs more SLA metrics to make it a viable solution for professional customer support teams.   I've recently been running a project migrating from Zendesk to Hubspot Service Hub, where SLA metrics were a huge topic.    Despite the migration solving a lot of other issues, this remains a part where the client is hamstringed to this day: the lack of SLA metrics like Next Reply Time, Agent Work Time, Requester Wait time and Time until next breach (based on which other SLA metrics will breach first). Zendesk has these SLA metrics nailed quite well, and this article neatly visualizes what each of those metrics does.    Why do they need these metrics? They're not just used for reporting. The Next Reply Time metric is the core metric used to prioritize which tickets agents need to work on throughout the day. They sort their tickets based on which ticket will first breach this NRT or the AWT. So we've done our best to recreate them in Hubspot. I've used Operations Hub to, what feels like, bend time and space itself to build a workflow that calculates the Next Reply Time, but instead of a duration, I have it as a Due Date. It's workable but not ideal.   Why should Hubspot prioritize this? This project was for a Support team that were real power users of their support software, with well thought-out processes that they were constantly revising and optimizing. In short, they're the kind of team I think Hubspot would see as an ideal user of Service Hub. That they see the lacking of these metrics as a big problem should be a clear sign that this needs a solution to make Service Hub a viable competitor of the likes of Zendesk.   Aren't there any workarounds? Trying to get a near-realtime AWT has me doing more complex wizardry. I get close, but I cannot get this calculated near-real time. I think the core of the issue is that Hubspot doesn't keep a running timer, to show the difference between a datetime property and 'now'. Even if these SLA metrics weren't supported natively, if it could somehow do that, I could probably build them through Ops Hub.  ...read more

We recently moved from Salesforce to Hubspot for our CRM and Support. We are overall happy with Hubspot except for Hubspot Customer portal that seems to be a very obvious downgrade. We have compiled a list of all the complaints from customers about the HubSpot customer portal.  The list is in order of importance. HubSpot customer portal only shows the one most recent email on a ticket.  To be able to select which ticket fields are shown in the customer portal, including custom fields Eg: Associated Contact, Product, Severity, Customer Priority, Legacy Case, Target End Date, Issue Narrative, Customer Ticket Number To be able to export the case view to a spreadsheet To be able to sort columns To allow the customer to set a ticket to the Closed status Attachment size limit - request to go up to 1GB To be able to edit ticket fields to update their values ...read more

We've been dealing with a tracking challenge for a while now that we've come across in connection with HubSpot and GDN.   It is about the following contact tracking errors we receive in HubSpot:     All four Google Ads accounts are connected to SA360, which automatically stores a tracking template at account level. Here the problem arises that the HubSpot parameters are overwritten by the SA360 tracking template after a short time.   After much trial and error, we have not been successful in fixing the tracking issue. After consultation with the HubSpot Support, HubSpot does not currently offer a solution here. Various instructions (e.g.: https://knowledge.hubspot.com/de/ads/troubleshoot-ad-tracking-issues?KBOpenTab#overriding-customized-tracking:~:text=Die%20HubSpot%2DTracking%2DVorlage%20wurde%20bearbeitet) did not work either and everything is overwritten again by SA360 (Clickserve).   Thanks for upvoting and finding a solution 🙂   ...read more

As a developer, having access to both private betas at times, as well as public betas a prod accounts have access to would be vary valuable in staying ahead of changes and allow us to plan, build and ship solutions more effectively. There multiple threads in the developer community that end in the roadlock of betas only being available in prod accounts, often of Enterprise tier. This is fine for enabling in betas in prod accounts, but Developer Test Accounts should be included in the restricted tiers for Beta Access.  We want to build for the future.  ...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

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

Is it possible to implement a comprehensive activity logging feature for all users? This feature would include details such as login and logout timestamps, user locations, IP addresses, and their interactions within the system. ...read more