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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   ... Afficher plus

The ability to have a global setting in which we could set working hours for our support team who is using ServiceHub. This would allow us to drive workflows and autoresponders for tickets and conversations submitted outside of working hours. It would also allow us to obtain a higher degree of accuracy for our analytics. Example: Average Time to Respond Over Time, Average Time to Close, Average Time to Respond all are taking into account the weekend. We need the ability to pull the tickets that are submitted over the weekend or holidays (outside working ours) to start the time attributed to that ticket once we are inside of working hours. Example: working hours are M-F 8am-5pm. A ticket is submitted at 7:30pm on Friday. The counters on that ticket should not start until 8am on Monday when our team is back working again. Currently, we have data that is showing subpar response times.   ... Afficher plus

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! ... Afficher plus

Please create the ability in the Chat tool to add a post-chat survey where I can configure the questions. There should be a mix of options for the question field type to set up the survey i.e. Dropdown, Stars, text box, etc.    Something like this (very basic example).   This is much more powerful and will have significantly higher response rates than getting feedback after the ticket is closed by sending the survey via email. Also included in this feature should be that if there was a contact associated with the chat, the survey results should be saved in their account, and in the reporting area of hubspot, I should be able to get reports based on these survey results.  ... Afficher plus

When a customer service agent handles a conversation from email, message or chat it would be nice to assign an issue category, so an agent can flag the conversation as: shipping issue, or missing account information.   So within dashboards directors can see the types of issues popping up.   **SHORT-TERM SOLUTION EDIT - DEC, 15 2020** 👋Hi all, here's my short term solution: Create New Property on Contact Object: i.e. Latest Reason for Contacting Add Property to Right Sidebar. For easy access: Train Customer Service Team, and Optimize Property Values Create Report of Latest Reason for Contacting: Distribute to Teams for Continual Improvement, or Automate Responses 😎 If you have any questions on my solution email me at liam@trueinteraction.com **FYI works great with forms too.   ... Afficher plus

Our Support team is struggling with the fact that we often have tickets that actually consist of two separate issues, or customers who 6 months after a ticket has been closed decide to just reply to that particular ticket to ask a -totally unrelated- question. This reopens the ticket, which can obviously be closed again, but the part with the new ticket should now be copied to a new ticket.   So I think it would be nice if you could be able to somewhere in the email thread you can split off into a new ticket. ... Afficher plus

Workflow seems to have internal SMS but there is no option for SMS to contacts.  Thinking as a reminder of appointments it would be a great feature.    I understand there are legal issues around use of SMS but be great if could figure a way to use it and manage that it is used within legal guidelines.    thanks  Jemma  ... Afficher plus

My team and I would like to be able to send email sequences to perspective clients from our shared email to keep everything in one place and have everything easily accessbile. ... Afficher plus

We need some type of forwarding tool in hubspots inbox so we can send emails to different departments within out company. Currently we are unable to change who the email is being sent to when replying.  ... Afficher plus