Great minds think alike

I propose a feature for Breeze that summarizes customer inquiries (tickets, chats, phone calls), enabling HubSpot users to create more accurate Knowledge Bases tailored to customer needs. By aggregating and analyzing tickets, this feature would provide insights into common issues and questions, fostering better collaboration between Marketing and Customer Experience (CX) teams. Marketing could leverage these insights to understand customer pain points and preferences, leading to data-driven campaigns that resonate more effectively with audiences. While the Customer Experiance (CX) teams could leverage these insights into using Chatbots instead of manually repsonding to inquries that do not require manual responses. Ultimately, this initiative would enhance customer satisfaction, improve self-service options, and align team efforts for a more customer-centric approach. ...read more

It would be great to have a shortcut of the Help Desk status details accessible right on the built-in card.   Typically we have to go to View All Properties > manually search "Status" and then click the Details button to see the status details.     Can we put the Details button right by status in the Help Desk card?   ...read more

As the title suggests, it's very unfortunate that we are limited to having SLAs only on tickets created through Help Desk or Service Inbox.   As many organizations either create tickets manually or through workflows, there is no way to measure these against SLA goals.   This leaves a big chunk of our tickets with a label of "no value".   Please allow SLAs everywhere! ...read more

The third party conversations are not to be read by clients. But while testing the client portal feature in HubSpot, clients can read the conversations between third parties and the business in the same conversation (as this is just forwarded to the client).   There is no option to hide these third party mails for the client, which is a shame, since this would make working with the client portal so much easier.   On external platforms there is the option to 'Hide Messages By Email: Hide messages in the ticket threads by email'. The e-mails from the adresses in this box won't show up in the portal. This should be great for the client portal in Hubspot. ...read more

The current SLA system lacks flexibility for teams handling phone calls and complex workflows. We propose enhancing SLA management to address these challenges.   Use Case Our team creates tickets for product/image amendments, often initiated by phone.   This leads to:   Distorted "Time to First Reply" metrics when no written response is needed. Inaccurate SLA tracking during internal processes after phone interactions. Proposed Features: Customizable Start Time: Allow manual setting of SLA countdown initiation. Pause/Resume Functionality: Enable pausing and resuming of SLA countdown. Edit Existing SLA: Allow modification of SLA settings on existing tickets. Conditional SLA Triggers: Set conditions for SLA countdown start. Phone Call Handling: Option to mark tickets as "Responded via Phone" to stop "Time to First Reply" SLA. Internal Workflow Status: Introduce status to pause customer-facing SLAs during internal processes. Benefits: Increased SLA management flexibility Accurate response time representation Better alignment with varied business processes Improved customer satisfaction More precise performance reporting   ...read more

Currently, we can change the customer portal to allow contacts to view all tickets that are associated with their primary company. This setting applies to all companies (and all contacts).   We would like to grant this kind of access only for specific contacts (or at least only to contacts from specific companies), because: Some of our customer request this kind of access, at least for a couple of key people collaborating with us. For some customers allowing everyone to see all tickets from everyone else would open a hugh data-security issue, e.g., if some projects we work with are confidential. Currently, we cannot serve both these demands and have to stick with people only having access to their own tickets, because data security trumps ease of communication... ...read more

I have set up 2 custom pipelines in the CRM-ticket process for my team to log demo product requests and product quality issues.  These are primarily coming from our field staff which was great because they could use the HubSpot App / Mobile Create Ticket process.  To make it easy for them I added conditional logic so only the related fields shows up when you choose the pipeline you need. Unfortunately the conditional logic and dependencies do not work in the App (a known failure of coordination between the products I did not know until it was all set up.)  Now my field team, primarily sales people, will have to write all the info down and wait until they have their Laptop handy instead of easily using their phone.  My other option is to remove all the logic and use HubSpot to only capture one of these 2 important events for tracking purposes.        ...read more

More and more, we are encountered with the need to mandate associations when moving deals/tickets/custom objects along the pipeline. Mandated associations "post record creation", the same way we can mandate properties to be updated based on a pipeline stage.   This means, we already have the mandated associations when creating a new record and we wish that we could for example mandate the association of a ticket with a custom object and/or deal before we close the ticket.   This association cannot be mandated from the creation of the ticket record. ...read more

Hello everyone, who works in the Service dpt. will probably share with me this problem: when the customer re-opens a ticket, even long after the ticket has been closed, the close date is updated as well as its time-to-close. This messes up reports.  What I suggest is to develop this kind of option: Clear the close date when moving ticket from closed to open status.  To be toggled on and off.  Meanwhile, as a way of survival I will:  1) toggle off this option: Set the close date to today when moving ticket to closed status 2) Build a Workflow that sets the close date automatically when the ticket reaches our Closed status 3) Be sure that there's no re-enrollment in the Workflow, so that the Close Date is "frozen" at the first Close Date. ...read more