Great minds think alike

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

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

Hello,   Currently, a super admin can only see the support tickets opened by other users if they cc you in the ticket. I am proposing that as a super admin you should be able to:   View all past and present tickets. Opened or closed. Have access to the metadata of how many tickets are opened, closed, by whom, etc. Thank You.  ...read more

Dissappointed to learn that Hubspot Payments requires a team member to take manual action re: managing/canceling subscriptions.   Have you considered adding even hosted subscription management portal feature, so that we can at least link our customers to their own subscription management page within Hubspot?   Ideally we'd be able to access via API so we can build our own subscription management controls in-app, however even a hosted solution would allow us to be able to use this. ...read more

In addition to adding general content through the help center, landing pages, websites, blogs, and other channels, it would be highly beneficial to include tailored content. This could involve creating specific questions and answers or addressing relevant contexts to cater to particular user inquiries. For example, having content that directly addresses niche concerns or frequently asked questions would significantly improve the user experience and make the system more efficient. Moreover, having a dedicated platform or space to train the AI would be invaluable. This would allow us to continuously improve the AI's accuracy and relevance by feeding it new data, refining responses, and adapting to evolving user needs. Such a system could ensure the AI remains dynamic, personalized, and aligned with the latest requirements. ...read more

It would be wonderful if HubSpot workflows could contain a workflow trigger which only recognizes changes in all filed types, especially single line & multi line text since "has been updated in last x days" will not work for automated re-enrollment in a specific workflow for contacts and companies.  ...read more

It would be great if team members who are managing our support (tickets and chat) were able to enter their availability (i.e Colleague#1 Mon-Fri 9am-1pm, Colleague#2 Mon-Fri 1pm-5pm) and for all tickets and chats to be assigned to them only during that time window.   I would also guess that many businesses have people who are in charge of support during certain hours so this would help us a lot with distribution and proper tracking on time to solve etc.  ...read more

Idea:  Create the ability when working on help desk tickets to draft and save emails, that are viewable and editable by team members.  This feature was extremely handly in helpscout, it allowed my support staff to draft email responses to customers and ask me to review them.  It gave me the option to edit the response and even send it, when dealing with high profile customers this feature comes in handy. Right now the workaround is to draft an email in notes and copy it back.  ...read more

We recently switched to help desk in hopes of providing an easy picture of open support tickets to our customer success team. With Help Desk, currently it automatically pulls in all ticket pipelines. I would like to see Hubspot allow users to set preferences on which ticket pipelines should be associated with the help desk.    The reason for this need is that we use ticket pipelines for different functions (IE product wishlist, onboarding ticket pipelines, and a renewal pipeline). Currently, when you look at the assigned to me it is showing tickets for all pipelines which can clutter up a CSMs view when they are needing to focus on support items specifically. ...read more