Grandes mentes pensam igual

We are very confused because the majority of the back and forth communication between our support team and our customers is done through conversations, yet these details don't get connected to the tickets, and the tickets are what get connected to the contact! It makes zero sense!! You basically want us to have conversations with our customers through a channel that doesn't connect these details to the contacts records! Just make the details in the conversations connect to the contact record, and the tickets details connect to the contact record. It makes so much sense to have both of those show on the contact's records. This way you could look at the contact and see all of their conversation history, and ticket history. Win win!   Also, if we are allowed to setup a team signature and have that be used for conversations, then please let us have the ability to create a team signature for tickets! You clearly added this as a feature because you felt we needed it, but then decided you wouldn't let us do it in another section ... Exibir mais

 I am editing email templates in the Sales Hub, and there's a service running in the edit window called "checking your content" which makes editing *nearly impossible** because it slows down the editing to a crawl. I get you want to make suggestions - but your suggestion run out after about the first or second time -- AND it's SUPER annoying and wastes a lot of time. I've already started editing outside of Hubspot. ... Exibir mais

As we are chatting with users on the site we should be able to see exactly what they are typing in real time. Tawk has this feature and we would gain the super valuable information from people typing something and then deleting it, then sending something different. ... Exibir mais

It would be great to have a way to tag conversations coming from emails and the run a report on the tags? We'd like to be able to categorize each conversation into major buckets, so that each month we can get a report on how many types of questions we're receiving in our Inbox. ... Exibir mais

Suddenly Hubspot removed the subjects from the emails on the Conversations page. At first it was only removed from the editable area, but now it's also removed from the top of the email.      The subject is supposed to show at a glance what the email is about. 'hiding' the email subject in a little dropdown therefor makes no sense. Our email subjects contain order numbers, and the words 'confirmed' and 'not confirmed' which allowed us to process the emails efficiently. I really hope that we can get the subjects added back.   You wouldn't hide the subject of a news article on a different page, or the subject of a letter on the back. Why hide the subject for the emails? I simply cannot see how anyone can benefit from the subject being hidden. ... Exibir mais

On behalf of my client, I would like to suggest the idea to introduce the ability to automatically log new, outbound conversations inbox emails to the associated company. When you press the "Compose" button in the conversations inbox to write an new, outbound email, there is no option or ability to log this thread to the company record associated with the contact you're writing to. This happens automatically should an external visitor write to the connected shared team inbox, this automatically logs to their associated company, but there is no option to configure this for new outbound email threads in Conversations. I hope you will please make this a possibility, thank you! ... Exibir mais

For the live chat, support members are able to mark themselves as unavailable or away so they do not get auto assigned a live chat. This is not functionality available for conversations/tickets. If we have it set up so conversations get auto assigned to a team member, the only way to avoid getting auto assigned (if you leave work early or are on vacation) is to completely remove that team member's access to the inbox. We would like to be able to simply mark as away.  ... Exibir mais

Currently in the conversation inbox, the tab for "Reply" and "Comment" are very near to each other. The only differentiator between Reply and Comment is the yellow box background. Therefore, it is easy be overlooked by users, and users ended up sending a reply to a customer when it was supposed to be a comment to their team mates. It would be great if there are a bigger seperation for "Reply" and "Comment" When users are replying to the conversation inbox email, users are not able to see the full details of the emails such as: the full contacts to be cc and bcc, full email title. Users would need to click on "Expand Email Editor".  It would be great if users could see those information right away. ~ submitting on behalf of Hugo   ... Exibir mais

Currently, when visitors use the chat widget on different browsers, they will not be able to see the chat history, as cookies are browser specific.    For continuity and convenience from the customer's point of view, it would be useful if returning customers who identify themselves with their email can view their previous chat interaction from any where they log in. This is especially so for HubSpot users who use the chat function mainly for support functions, where ease of continuity is important.         ... Exibir mais