Grandes mentes pensam igual

EGhrejyan · ‎dez 18, 2024

For now, capacity can be set on Users default level only. In the universe where I have both customer support and SDRs using livechat, I see different capacitiy limits for each team, which can't be set.

RoosCompaijen · ‎dez 17, 2024

In our account we have 2 email channels connected to the helpdesk with their own seperate ticket pipeline. Currently HubSpot doesn't create a new ticket automatically, when an email which was originally send to the first team email and then forwarderd to the second team email (also connected to helpdesk). The fwd: email does come into the emailbox (outside of HubSpot). The issue here is that the first team, puts the ticket on ''closed", because for them the work is done (they forwarded it) and the other team should follow-up, but they don't because they don't see the ticket in their view and ticket pipeline. The workaround they now use is, updating the ticket pipeline and ticket status so the other team sees the original ticket in there view. It would be great if the other team gets a new ticket for them.

AYeshchenko7 · ‎dez 16, 2024

We have moved all our conversations from Inbox to Help Desk yet to realize that there is no simple way of closing them. Back in Inbox there was "Close Conversation" button but right now we have to close the ticket instead which takes several extra clicks. It adds additional unnecessary time to the workload.

AndersonSilva · ‎dez 10, 2024

Boa tarde, comunidade! Seria possível responder mensagens espefícias no Whatsapp via Hubspot? (conforme print) Seria de grande valia, pois temos uma demanda muito grande de mensagens e isso ajudaria muito, agilizando cada resposta. Obrigado!

TWilliams909 · ‎dez 9, 2024

On the "Other Tickets From" card in the help desk, add a checkbox to merge the ticket with the ticket you are viewing from. Who (what type of role or team) is the feature for? Users of Help Desk Service representives What is their goal? Assist the customer as efficiently as possible. What value will this add? Currently the process is to click Merge on the top right and search the customer's email address or associated ticket id number. It would be helpful to have a "merge with this ticket" option so that you can use the preview option to determine if the ticket is related, and simply click the "merge with this ticket" option instead of having to go back into a different place and transfer the information over. Screenshots, pictures, drawings, process diagrams, are helpful. Example: Customer messaged me about the same issue twice. It would be great if I could just click merge instead of having to hop around and hope that I select the correct one out of the Merge Tickets view.

JGarside · ‎dez 9, 2024

Co-pilot Ticket Summary recognises data points in a conversation ticket in Helpdesk: Message: "Hi, Can you MOT my Vehicle 1MA TEST? Kind regards, John Smith" AI Generated Ticket summary: "John Smith submitted a request for an MOT check for their vehicle, 1MA TEST, on December 9, 2024. There are no additional details or call transcripts related to this ticket. Please follow up with John to confirm the MOT appointment." Idea Prompt But, First name and last name does not populate on the contact record associated. Idea How about an AI suggested property update box for a user to approve, such as: "We have found 3 potential properties for your record: Contact Property: First name = John [Approve / Reject] Contact Property: Last name = Smith [Approve / Reject] Custom object [vehicle] Property: Vehicle Registration: 1MA TEST" [Approve / Reject]

SFeast · ‎dez 9, 2024

In the conversations inbox, there is an option to Block Sender. But there is no way to check which contacts/emails have been blocked, other than finding emails in the spam folder. It would be useful to have a "block list" that we could review, e.g. to check that important contacts have not been blocked in error. Alternatively, the search function could allow us to show emails from blocked senders. You can deselect "Hide filtered" but that only mixes spam emails in with the legitimate ones. Thank you (See A guide to the conversations inbox for current info on block behaviour.)

Scoobs · ‎dez 3, 2024

We’ve identified an issue in HubSpot where some conversations cannot be assigned to a contact record under certain conditions. Despite our best efforts to resolve this, it appears to be a bug within the platform. Ideally, there should never be a scenario where assigning a conversation to a contact record isn’t possible—whether the conversation predates the contact's creation or not. This functionality is crucial for maintaining seamless communication and accurate record-keeping.

F_daRosa · ‎dez 3, 2024

We are currently using Customer Agent (AI) for Chat but it does not allow us to "Ask a Question" before the hand off to a live Agent or when a live Agent in unavailable. We want to be able to collect Name, Location and other pertinent Contact information along with the Email but the Customer Agent does not have a way to expand. Our live Agents need this information to better serve the customer and direct them to the right resources. We also want to collect information if a Live Agent isn't available so that we can better follow up with the customer via email. We'd like to see a ChatFlow capability added to the "hand off" step from Customer Agent to Team member or email follow up when no Team members are available.

AlexandraToma · ‎dez 3, 2024

Description: Currently, when a contact has multiple email addresses in HubSpot, only one email address is displayed in the contact overview on the ticket page. To view additional email addresses, you need to click into the "Preview" section, then navigate to "About this Contact" to find and manually copy any other email addresses. This multi-step process can be time-consuming, especially during busy periods when we need to quickly check if a customer has made purchases under different email addresses. Suggested Improvement: Show all email addresses associated with a contact directly in the contact overview, so they’re visible at a glance without the need to click into additional sections. Alternatively, a hover feature on the email field that would display all email addresses and allow us to copy them directly would be a huge time-saver. This would help improve workflow efficiency and provide a quicker way to manage customers with multiple email addresses without the need to dive into additional clicks.

Grandes mentes pensam igual

Set up maximum capacity limit per individual user // channel

Helpdesk - Create new ticket when forwarding to other helpdesk team email

Button to close conversation in help desk

Respondendo mensagem específica

Help Desk Associated Tickets Merge Option

Helpdesk AI to automatically populate properties

View blocked email addresses

Unable to Assign Conversations to Contact Record

Add "Ask a Question" to Customer Agent

Improve Contact Email Visibility in HubSpot by Showing Multiple Emails in the Contact Overview

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