Great minds think alike

The Search function isn't great at the moment for our customers using the customer portal / support ticket area. When you search for part of a number or a key word, nothing displays in the results. It requires explicit full number or full subject name to show a result. This not only is bad UX, but it makes it harder for our customer support team. I can't imagine we're the only team struggling with this one, can you fix please? First time using this Ideas area, so apologies if wording/positioning isn't quite right. Thanks. Iain Example of the area I'm referring to: ...read more

I have created a number of different ticket pipelines for our customer success team, one example is 'onboarding' pipeline.    I don't want these tickets to pull over to the 'helpdesk' page, as they appear as open tickets, which messes up any reporting on SLA's,time to close etc.   At the moment you can only filter the helpdesk by view, but the tickets still appear as open tickets. There needs to be an option to include/exclude tickets by pipeline, in the helpdesk. This will mean only true 'support' pipeline tickets will be included, and I can make use of the service reporting/dashboard features in hubspot. ...read more

currently, for tickets, there are only is equal to or is not equal to for the associated companies filter.    for deals on the other hand, there are additional ones like "is known" or "is unknown'   would be great if we are able to have this for tickets too    ...read more

Currently you can only create up to 10 tags per object. I understand the logic of limiting them (tags become meaningless when you have dozens of them), however we have different tags based on which pipeline they're created for, and the 10 tag limit is problematic.   Please consider changing this to 10 per pipeline, at least, especially  because the tool already lets you differentiate when you are creating them if it should be applied to all pipelines or only for specific pipelines.  ...read more

Hello Team,   We migrated / move all our old Freshdesk tickets into HubSpot. But here only initial ticket descriptions are showing in HubSpot entire tickets conversations chain is not showing. We want all our Freshdesk customer tickets conversations in HubSpot. I checked with your support team about this but as per them currently this is not possible. But these customer ticket conversations are very important to us. Please provide the any solution for this, so, we can see all the entire conversations chain in HubSpot.     Regards, Mahendra Patil Snic Solutions   ...read more

Who (what type of role or team) is the feature for? Service Hub Employees and Sales Hub Employees, generally people who work with associated objects on a daily basis.   What is their goal? The goal is to quickly find an associated Ticket that belongs in their respective pipeline.   What value will this add? This would increase the productivity of each employee working with associated objects on a daily basis and therefore reduce the time spent searching for the right object.   Are there examples of other places or products who have this feature? If I manually add a Ticket to an Object I have the possibility to sort the associated Tickets by "recently added", "recently changed", "recent Activity" and "From A to Z by name". What I would like to see ist "Sort by Pipeline" or "Filter by Pipeline". Therefore the employee can quickly and easily find the respective Ticket.   Screenshots, pictures, drawings, process diagrams, are helpful. This is possible now, but now enough for our usecase: We would love to see the possibility to sort and or filter for the Pipeline of the associated Ticket in an object. ...read more

Description: The current functionality within HubSpot allows any user to be mentioned in tickets and notes regardless of their availability. This feature request aims to introduce an enhancement that addresses the scenario where a user is mentioned (e.g., using the @ function) while they are on extended leave, such as a vacation, and thus unavailable to respond or take action. The lack of visibility into a user's availability before mentioning them can lead to inefficiencies and delayed responses in handling customer queries and internal communications. Proposed Solution: Out of Office Indicator: Introduce an "Out of Office" status that users can enable when they are not available. This status should be visible to others when they attempt to mention the user in a ticket or note. Mentioning Mechanism Enhancement: When an attempt is made to mention a user who has marked themselves as "Out of Office," the system should display a prompt or warning indicating the user's unavailability. This will inform the mentioning party that the user is currently out of office and may not respond promptly. Optional Mention Disablement: Provide an option to disable mentioning for users who are marked as "Out of Office," either automatically based on the status or through a manual setting that the unavailable user can enable before going on leave. Visibility and Accessibility: Ensure that the "Out of Office" status and any warnings or prompts related to it are easily visible and understandable within the user interface to prevent any confusion or oversight. Use Case: This feature is particularly useful in scenarios where team members are collaborating on tickets and notes within HubSpot. For example, if a user needs to mention a colleague for input or action on a ticket but the colleague is on a two-week vacation, the current system does not provide any indication of the colleague's unavailability. The proposed enhancement would alert the user at the point of mention, allowing them to make an informed decision about how to proceed. Benefits: Improved Communication Efficiency: By providing clear visibility into a user's availability, team members can make more informed decisions about whom to mention and expect a response from. Reduced Response Delays: Preventing mentions of unavailable users can help redirect queries and tasks to active team members, reducing wait times and improving customer service. Enhanced User Experience: The feature adds a layer of intuitiveness and consideration to the user interface, acknowledging the dynamics of team availability and the need for flexibility in communications. ...read more

I wanted to give some feedback on the new Help Desk function. First of all, let me say that it's a great addition and I appreciate the work that went into it. However, there doesn't seem to be much customization available for the layout. It would be helpful if we could customize the layout of the Help Desk view similar to how we can customize the ticket view.   One issue we're having is that in the Ticket view, we've customized the left sidebar to show certain sections only when specific criteria are met, such as the ticket category. Unfortunately, these additional sections aren't visible in the Help Desk view, which makes it difficult for us to use in certain situations. It would be great if this could be addressed in a future update.    ...read more

As it stands now the default Ticket Status is not editable, neither fields nor type of property can be changed. This may be something specific to the system that I do not understand but as a company we need the Ticket Status to be editable so we can customize these fields.    It would be great if it could be a multiple checkbox as a ticket can have multiple statuses which helps with tracking, and it would be great if we could define the statuses ourselves instead of being limited to the ones provided by hubspot.    Without this feature the forms look weird as I now have Ticket Status, and Current Status to accomplish this, which may be confusing for some of our users. Lastly if that is not doable for some reason, then atleast being able to remove it from the form properties would allow us to create our custom field and "retire" Ticket Status. ...read more