Great minds think alike

The old Conversations inbox had the ability to reply to live chats via a slack thread (https://knowledge.hubspot.com/integrations/manage-your-notifications-in-slack). This does not appear to be available with the new Help Desk workspace, which adds significant friction to our Customer Success team replying to support tickets.   Adding this feature to the new Help Desk workspace will be a huge help. ...read more

Currently, Hubspot reporting's smallest time increment is by day. One of the key metrics that a scaling support team needs in order to determine bandwidth and when to hire a new rep is to work out at what times during the day ticket volumes increase or decrease.  If Service Desk reporting could start to include reporting down to hours, that would be extremely helpful to our team. ...read more

It would be great if HubSpot could have an Canny.io integration. Or add similar features to Service Hub?   Having this functionality would be highly beneficial to our SaaS business.   As a product manager, I want customers to be able to view customer feature requests & road map from our website so that customers and the internal team can track ticket progress and upvote features.    Places where feature should come from: Customer Chatbot/live chat Email Create a post on the website Internal team Create a post on the website Additionally, if this feature could integrate with tools like Linear/Monday.com/Jira so that process would auto-update. ...read more

Please display who was bcc'ed onto an email reply in the ticket view. Right now, in order to see this information, I need to track down the conversation in the Conversation Inbox. I want to make sure the messages I previously sent go to the right bcc group of people, and if I need to send another mass email to the same group, I can quickly reply all within the ticket. ...read more

I have the same issue. I need the attachments to be sorted in a specific way for tickets (alphabetical or chronological) so that way it can be easy to visualize documents in an easier way. Unfortunately, today I made the request, but the HubSpot team told me this is not available. ...read more

The "viewing" feature (more info in this knowledge base article) is meant to provide transparency and prevent a chat from being triaged by two users at the same time. It would be nice though, to have the option to disable this feature, or at least make it so that if you open chat, the default chat that opens doesn't display that you are "viewing" it. It can be a bit awkward to feel like multiple individuals are viewing a chat, when really all they did was hop into the inbox. ...read more

I've been testing Help Desk + Customer Agent for a couple of weeks now. It would be ideal to be able to manage when the Customer Agent sends the "transfer" button to the user, or at least train it to present it at a more appropriate time. In some cases, it appears during the very first interaction, which doesn’t give the customer a chance to explore or let the AI respond on its own. It offers the option to speak to an agent even before attempting to answer the question.   After reaching out to HubSpot Support, they informed us that "if the Customer Agent doesn't identify a suitable answer to the user's question, it asks the visitor to rephrase the question and offers the option to transfer to a human agent. However, at this time, it’s not possible to configure or limit when this option is displayed". That’s why I’d like to suggest this improvement to the Customer Agent. ...read more

It would be good to match Wordpress Gravity Form fields to custom Deal Property fields, not just Contact Properties. There are several plugins that allow you to use Gravity Forms for customers to create WooCommerce orders, and ideally these order fields could be matched back into Hubspot. ...read more

  I would really like to change this text or add search suggestions under the "finn svaret raskt"-field. If we could add hyperlinks here to our articles in Knowledge Base, contacts could be able to find the answer to the most asked questions without even having to type anything. This could help our service team significantly.   It would also be beneficial if we could see the click-rate for these pre-answered questions. 😀 ...read more