Great minds think alike

It'd be fab if HubSpot had the option for a night/dark mode to improve the UI.    Did my eyes in working in the Chatflow tool all day (with blue-light blocking glasses!)     ...read more

Our clients often send emails about existing issues but email us via a new email thread. This means that the new Conversation in the Inbox is not associated with the existing Ticket in which the issue is being discussed internally.   Right now, to associate this new Conversation, our agents have to click into the Contact Record, find the new Conversation in the activity log, and associate this new Conversation to the existing Ticket.   What we would like is for the ability to associate the new Conversation to an existing Ticket without the agent needing to leave the Inbox.   You can see existing tickets that are associated with the Contact from within the Inbox but there is no way, from the Inbox, to associated the Conversation with any of those existing Tickets. The only way to do this is to go to the Contact or Company record and associate it from there. ...read more

We'd love to see an autoresponder within the new Help Desk feature. This would send an auto reply to any new inquiries, letting them know that we're on it and will respond when we've reviewed their request.   Additionally, it'd be great to have this option natively in HubSpot's inbox as well - however, we will be transitioning to use of Help Desk full time and hope to see an auto-reply in the near future. ...read more

    linked to these Forume messages, but no duplictates in the IDEA Forum:    I need to be able to respond to instagram messages via my Hubspot account.   Can you please look into utilizing the FB Business Manager API, to also integrate the Instagram Chat Messages.    I would like to be able to respond to those messages, in the same way, as I do with Facebook Messenger through HubSpot.    Hope this is being considered, and expanding the current beta chat scope.      FB Chat Beta: https://community.hubspot.com/t5/HubSpot-Ideas/Integrate-Facebook-Messenger-with-Conversations/idi-p/204375   Instgram Chat from Acedemy:  https://community.hubspot.com/t5/Academy-Learning-Center-Support/Answering-instagram-messages/m-p/273318 ...read more

When working from multiple conversations inboxes, it would be great to be able to select a default email address that you will always send an email from unless you manually change it.   While you can choose which email address you are sending an email from, occassionally this will randomly default to the incorrect email which can be a pain for managing tickets and further communication later down the line. ...read more

Current state: When creating a conversation using the contact-us form, we ask the user to provide their license email. Optionally, they user can add a Cc address because sometimes the user is not the one owning the license. This Cc address is not included in automatic replies (HubSpot confirmed that it cannot be added automatically) and our support agents needs to add this address(es) manually before their first reply.   Problem description: The fact that the Cc address is not added manually opens the door to human error where the address(es) are not added, and the customer might not read our messages. Even worse, even if we add the Cc addresses manually to our first email, this is not applied to the automatic email that we send manually just after the form submission.    Request: Please allow the automatic addition of email addresses from a "Cc email(s)" field in a form so that our replies reach all the persons the customer wants us to reply to.   I'm at your disposal if you have any questions or if you need any clarification. ...read more

Since everyone is looking to move from conversation inbox to Help Desk, I think it would be better if you add the button Compose to send emails directly outside without creating a ticket first. ...read more

Hey team, Raising this for a customer here. It would be great if we can hide some of HubSpot's default section in the contact right sidebar within the Conversation Inbox (and possibly in contact records too) Currently, we are not able to hide or remove the default sections such as deals and conversations. However, some customers find that very cluttered and confusing. Thank you! ...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