Great minds think alike

I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket.    As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelated issue to the end of ticket that was previously closed.   There is currently no way in hubspot to avoid this or prevent this from happening today.  Regardless of how long a ticket is closed it will always reopen when an email is received that is related to that ticket.  To say this is unfortunate is an understatement.   Zendesk has the concept of an archived ticket.  Once a ticket is in a closed state for a configurable period of time, the ticket is archived.  This archived state  does not remove the ticket from the system, it puts it into a sort of read only state that; Will not reopen with an email response Cannot be reopened manually Cannot be edited. Zendesk provides the option to create a follow up ticket that references the archived ticket.  This new ticket will have a link to the old ticket and does have a true link at a reporting level to the old ticket.   So what is the suggestion I am making? Add a reopened state for tickets that were previously closed and reopened as a result of some action. Add a reporting field that has the following attributes, reopened source (manual, email response, workflow action) Add a property to indicate the reopen time. Add a status that is systemically assigned based on the ticket being in a closed state for some configurable period of time. example 5 days. For 5 days after a ticket is closed, the ticket can be manually reopened or be reopened due to a workflow action (receipt of an email or call associated with that ticket) Tickets that are reopened should be in a reopened state or have some attribute data to indicate that the ticket was closed and was reopened during the 5 day interval. Tickets that are not reopened within the 5 days will enter an archived state.  These tickets are closed, can be reported on, can be referenced, and  be the basis of follow up tickets.  But they cannot be reopened and they cannot be edited. I am certain that there are other customers who would benefit from this type of option.   Thank you... ~James   ...read more

There is currently no way to set default associations or de-select unwanted associations in the Conversations Inbox when replying to conversations sent to a team email (Settings>Inbox>Inboxes).   This option is available on the record level when sending an email (you can uncheck deals that you don't want to associate to, for example) and in the default association preferences for the Chrome/Outlook desktop HubSpot Sales Tool add-in.   As a result Conversation threads may be associating to multiple deals and companies they aren't expected to in instances where there are multiple contacts included on the thread (in some cases more than a dozen) and then users are manually having to go and remove the association.   Can we build out association settings like the ones for our email extensions for the Conversations Inbox to proactively avoid this issue? ...read more

We're leaning heavily into @ mentions in our usage of Help Desk which is awesome.  However, we are noticing one issue which is affecting rep productivity.  @ mentions work great - reps get an email and the ticket appears in the My Mentions view for the reps.  But when a rep who has been @ mentioned takes action, there is no way for them to indicate this in Help Desk that removes the ticket from their My Mentions view.  So reps have to sift through tickets they've been mentioned in to see what ones actually need their attention versus not. ...read more

Track the volume of conversations (chats) initiated from mobile vs. desktop via a report.   To do this, a property is required that doesn't currently exist.   The only way is to create two chatbots. One opens on mobile and one on desktop. The data can be compared using the "Chatflow" property. ...read more

Enable HubSpot to automatically create new contacts when a conversation is initiated on WhatsApp. This feature should also allow for the sending of predefined templates to the created contacts. Benefits: Saves time on manual entry. Streamlines communication by enabling immediate template-based responses. Enhances CRM accuracy and efficiency. ...read more

It would be great if it were possible to add lines of code in the internal comments section in Help Desk.   Here is an example of how the Jira Service tool works. Create an internal comment and insert block code and there's even an option to select the language.     This way it would be easy to view and copy code without needing to download or open a bunch of files.     ...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

The automated ticket creation option in HubSpot is great, but sometimes certain emails will come in on an inbox which don't need a ticket.   It would be great if an option could be created (apart from marking certain email addresses as SPAM), that you don't want certain conversations to trigger the automated creation of a ticket.    Options would include exclusion of e.g.: - subject title - email addresses ...read more

I'd really like to get a Microsoft Teams integration with messages, so we can respond to messages within Teams. Basically, I just want the Slack integration outlined in this article (https://knowledge.hubspot.com/articles/kcs_article/conversations/how-do-i-integrate-slack-with-the-messages-tool) for Microsoft Teams. ...read more