Great minds think alike

When we respond to a ticket created by e-mail, the object is automatically completed with the name of the ticket. But when we respond to a ticket created by form, the object is not automatically set. That also could be great to be able to set a default value in the mail object. For exemple, for a response to any ticket : Mail object = "Beetween Support - Ticket name" ...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

Hello, my team uses Hubspot as our inbox(email) and it is very hard to know who is CC'd on emails and what the subject line is. I would love for this to be customable where as you can see everything  ...read more

Users without  paid service seats should be able to see the chat content on a contact record. . . this is crazy they can't even read it from the contact page. Mainly so sales can follow along with onboarding/client success activities including conversations in the helpdesk ...read more

An autoresponder on the conversations inbox would be really helpful.   Our customers use an email address to report issues. When an email comes in, our support team manually creates a ticket and that triggers an email to the customer to say we've received it. We've chosen not to use the ticket auto creation feature from conversations because we were finding that when customers replied about a ticket, it created a new one. (Meaning multiple tickets for the same issue).   However, this means that out of hours, the customer doesn't get any response when they email us, because a ticket doesn't get created.   An autoresponder on the conversations mailbox would be really helpful to acknowledge the enquiry.   We can't use the mailbox itself (Gmail) as this only sends autoresponses to an individual every 4 days, not to every message. ...read more

We need this option! Unless we send from Gmail, we cannot "unsend" from Hubspot. Using HubSpot to send emails is a better option for me and I need a way to "unsend" from the platform.  ...read more

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

We have specific use cases where conversations/tickets are assigned to specific members on the team based on the region where the contact is located.    We are able to successfully reassign tickets based on contact/company properties BUT are limited to just the standard conversation assignment for our inbox. It would be AMAZING to either assign conversations based on the ticket owner (https://community.hubspot.com/t5/HubSpot-Ideas/Assign-Ticket-Owner-to-Associated-Conversation/idi-p/269373) OR be able to assign owner within the workflow.    Currently the workflow automation for conversations is VERY limiting and preventing us from using automation to maximze our team.    ...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