Great minds think alike

Our company has several different email addresses connected to Help Desk, and access to connected email addresses should be restricted to pipelines they/their team have been assigned access to. Currently it's possible for users to send from any email connected to Help Desk. We are currently testing all functionality before going live, and though the correct from address is set based on the tickets pipeline most of the time, we've already seen agents sending from the wrong email. This is an issue both for professional standards (support agents answering as accounting especially), as well as ticket sorting (new tickets created in wrong pipeline upon reply). Happy to see the rapid implementation of new Help Desk features recently, and hope this can be implemented soon. ...read more

HubSpot auto creates a contact for anyone that emails in - or is cc'd into a reply in conversations. For some customers who manage through support, this will mean a large number of contacts can enter the database. The only way to prevent this at the moment is by setting filtering rules, as all filtered emails do not create contacts. There is a use case from a customer in this post [Hyperlink removed by moderator as it linked to an archived Community post with duplicate information]   This is a request to build a "Create contact" rule giving us the option to disable automtically creating contacts for people we communicate with in Conversations.   ...read more

It would be great to have a feature in the Conversations Inbox that can highlight the priority of certain contacts/companies that come in through the live chat.    For example, there are top tier companies that should be prioritized and when their chat comes in, it gets highlighted in the support inbox and the support team can attend to their chat first. It can come in a form of a highlighted dot etc.   Requesting on behalf of a customer!  ...read more

I'd like to import some accounts information into HS so that our sales people can see the key financial metrics for the year against budget.  Just key things like Turnover, Expenditure, Profit, EBITDA.  As it's independent info, I was thinking to set up a new pipeline and use myself as the subject of some sort of dummy deals so I can then put  bar chart report on our Dashboard.  Does anyone have any experience or ideas about this? ...read more

When clicking into a ticket within the Help Desk which shows the conversations it would be good to be able to create a default view for my team to sort tickets by oldest. This was a feature within the original Conversations Inbox.  ...read more

Now when an agent is on holiday, he/she can still receive assigned conversations. Because he was already the owner of this conversation. As a result, the other team members may overlook this conversation. In fact, it should be the case that if an agent is set to away, he will no longer be assigned a single conversation, even if he was already working on with the conversation. If a customer then responds to a previously assigned conversation, that conversation should be reassigned to an agent who is available. ...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

Can we have the configuration where we can add tables and screenshots while composing/replying to an email   Currently, if we want to share a data in table format, we are unable to create/add tables in the body of the email or if anyone sends out an email asking for certain details in a table format, we are unable to copy past that format in HubSpot while replying to that email. Usually, we copy past the same format, fill in the required details and send it across, which makes our work more easier and saves time, rather going to word > copying the table > filling the required details and then attaching it.   Same goes with screenshots, we cannot copy past the screenshots in HubSpot while composing/replying to an email   ...read more

As in all other areas of HubSpot, I suggest adding "Records Customization" capabilities for contact preview panes in the conversation inbox.    These panes used to be modifiable, but now are not. I suspect this capability went away when HubSpot launched the centralized "Records Customization" area, which is a huge improvement, but overlooked records in the conversation inbox.    Below are two screenshots for reference.    Contact pane (Conversation Inbox View): does not reflect Contact "About Us" fields   Contact record showing properties included in the "About" section. ...read more