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I'm working as admissions manager in a spanish language school. In order to measure the efficiency of my team,  I would like to know if there is a way to calculate the average email response time for your users on all emails and not simply the first email response time.   I contacted the support and i've been told that this feature is not currently available. At this time, HubSpot doesn't have a report for overall response time (vs just first response time). This report can currently not be created. ... Afficher plus

Bonjour. Nous souhaiterions pouvoir utiliser des blocs de texte (snippet) dans des champs de texte enrichi (ex : descriptif personnalisé d'un ticket). A ce jour, les blocs de texte ne peuvent pas être insérer dans ce type de champ. ... Afficher plus

Our technical support team is moving over from another chat support tool to using HubSpot Chat. The other tool allows for our support agents to see in real time the chat visitor's browser type, device type, location, IP address, OS, which website page they're on, etc. We would like to see this data available in HubSpot chat, as well, for individuals we are chatting with. Knowing this helps us resolve tech support issues with our software.    Here is a screenshot of the data we see in our current chat tool.      Thank you! ... Afficher plus

We would like the ability to set default outgoing email addresses for Helpdesk channel conversations. We see this set on the channel default level.   For example, if someone starts a conversation in our general channel, all emails sent back to them by our team will be sent from our general email address. However, if someone starts a conversation with our retainer services, all outgoing emails should be sent from our retainer default email.   Currently, the helpdesk defaults to our general support email and our team has to remember to change it before responding to the inquiry. Most of the time they forget in the hustle and bustle. ... Afficher plus

Currently there's no easy way to see all the tickets connected to a contact from the ticket view in help desk. This would be helpful in:    1) identifying related/past issues 2) identifying duplicates created from new threads ... Afficher plus

After briefly playing around with the open beta Help Desk funcationality, I wanted to submit an idea for a use case that neither the current Inbox nor the new Help Desk seem to work with.   Currently all of our internal communication that happens on a ticket happens via Notes on the ticket. These notes are only accessible when opening the ticket and going through the activity, or specifically the notes.   In the old Inbox, you can also add Comments, which our team also do. However, we have noticed that Comments and Notes seem to fulfil a similar purpose, but are at odds with one another. If I leave a comment on a conversation that is associated to a ticket, then I am not able to see that comment when viewing the ticket. Similarly, if I leave a note on the ticket, I am not able to see that note on the Inbox conversation.   I had hoped that the Help Desk might do something to unify this experience, as it seems to be being pushed as a way to manage the support process all in one place. However, this still seems to be an issue. I can't see Help Desk comments on a ticket, nor Ticket notes on a help desk conversation.   My idea to unify this would be to do one of two things: 1. Show Ticket Notes on Inbox/Help Desk Conversations, and Inbox/Help Desk Comments on Ticket Activity When a note is associated to a ticket, and that ticket is associated to a conversation, also show that note in the conversation at the same timestamp the note was created at. Note-comments (comments made on the ticket note) should also show in the conversation-comments, either as their own entries or like they currently do, under the note. Similarly, when a comment is made on a conversation, and a ticket is associated to that conversation, show that comment on the ticket activity as it's own entry at the timestamp it was made at. or 2. Unify Ticket Notes and Inbox/Help Desk Comments Instead of showing a note on a conversation, and a comment on a ticket, get rid of one (e.g. keep notes, get rid of comments) and have a single source that shows on all associated records. The UI look and feel could be the same, but now when I leave a "comment" on a conversation, that is actually a note that is associated to records that conversation is associated to. I can interact with that note on the conversation, or on the ticket, or the contact, or anything, and that interaction will sync across all records.   Who (what type of role or team) is the feature for? This would be aimed at the support teams who work closely with Tickets and the Inbox/Help Desk.   What is their goal? Communicate on tickets and have those communications be consistent and visible across HubSpot   What value will this add? This will allow the support team to stay in one place. Whether the Help Desk or the Ticket, the person will be able to see all commincations without needing to search around. This will also make Comments more visible, as currently the only way to see a comment on a conversation is to navigate to the Inbox/Help Desk and scroll to when the comment was made.   Are there examples of other places or products who have this feature? The notes on all HubSpot records work great for their purpose. They just fall short specifically on conversations, which is an issue when conversations and tickets are so closely linked together. ... Afficher plus

Could we have a feature that allows sms messages to drop into the HubSpot inbox? You can also respond to the sms messages within the inbox. In addition you can respond to messages on the contacts record, which I know is a function that most third parties have already.  ... Afficher plus

Currently, we are unable to send a WhatsApp template message to contacts via the CRM or an open message thread in the conversations inbox. Since these templates can only be used in a workflow or in a closed message thread in the conversations inbox, it seems to really restrict effective real-time communication with contacts.  Hoping to see a functionality in future where WhatsApp template messages can be sent to contacts with an open message thread in the conversations inbox 🙂  ... Afficher plus

Howdy,   With other tools on Hubspot, namely Tickets, you can create SLAs that report on response time. These SLAs can be limited to business hours only.   However, we rely on chat messages for a lot of our Customer Service team, namely from Facebook, Live Chat, and WhatsApp too. To measure the success of our CS team, we are using the "First response time" property to make sure our customers are getting timely replies to chat messages.   However, this property is mostly useless because it includes hours when our support team is out of the office/off-hours. From what I've seen and heard from Hubspot, there's no way to report on "First response time" just within our set business hours, let alone for our CS reps' respective business hours.   We'd love a way to filter "First response time" (and other similar fields like "Agent first response time", "Time to assign", and "Time to close conversation") just within our reps' business hours — or at least our company's business hours 🙂    Thanks, Andrea ... Afficher plus