Great minds think alike

Context When an inbox is set up to create tickets, it will do so for anything that arrives and is not marked as spam. If an email arrives and is marked as spam, no ticket will be created from the email. If an email is accidentally marked as spam, a user can go into the folder and unmark the conversation as spam. However, no ticket will be created when the conversation moves out of the spam folder. The user has to create the ticket manually. Idea Add the functionality to create a ticket automatically if a conversation is unmarked as spam in an inbox with the automation turned on ...read more

When the Support Team emails a known contact from the Conversations > Inbox, the conversation thread does not automatically associate to the company record that the contact is associated to. This used to be the case, but it is not anymore.   We were reliant on this as a crucial point of visibility between our Support and Success Teams. Our Success Team was able to easily see the conversations that Support recently had with their accounts. Now it is much more difficult as they would need to click into each ticket to see what was discussed (they don't often do this because it is much too time-consuming).   The teams also end up crossing wires or communicating multiple times to the contact about the same thing.   It would be very helpful for conversation threads to associate to the appropriate company records. ...read more

Je souhaite beneficier des extracts depuis la boite conversation afin de connaitre mes 100 demandes les plus reccurentes de mes clients. Suivre mes plus fortes demandes afin de pouvoir apporter des reponses sur mon site à mes clients si les demandes reviennent souvant. ...read more

Hi there, If that is possible that push notification on HubSpot phone app while someone sent a new message via HubSpot live chatbot on  my WordPress store? I don't want to miss any message and need to know at once if somebody need help on my WordPress store. However, I can't receive any push notification in my phone. Only open the HubSpot app---More---Conversations, I can see the message here. ...read more

Currently, Hubspot don't have a feature on the interface that can export the conversations data.  so it will be good if we have a option to download conversations data. ...read more

Currently it is only possible to discover where an original request was directed to by drilling into the ticket, then into the associated conversation. It is not possible to filter tickets by the channel, nor is it possible to filter conversations by the channel. This seems like a huge omission. Please fix! By way of explanation, we have multiple email addresses monitored through Hubspot, and these take the recommended route of automatic ticket creation, via a ticket pipeline. I investigated this fully, with Hubspot support requests and apparently it is not even possible to set the channel information in the ticket via an automation. So we cannot list all the tickets or conversations associated with a particular channel at all. Full stop. ...read more

Hi,    I have a client using the shared inbox who asked about setting something similar to an Out Of Office reply. For example, this client's support team is using the inbox for support tickets, but won't be available for many of the major holidays here in the U.S. (think Thanksgiving, Christmas, etc.).    Right now, it doesn't look like there is a way to send a message back to the user who needs help that the support team is unavailable, but that would be super helpful.    This post was inspired by this thread. I searched the Ideas forum but didn't see anything. ...read more

When collecting email address in a ChatFlow, there is no current way to block free email domains that are already identified by HubSpot here: https://knowledge.hubspot.com/forms/what-domains-are-blocked-when-using-the-forms-email-domains-to-block-feature   Applying an if/then branch to the Get Email action doesn't work as expected.    A better option would be to add a simple checkbox (like you currently do with Forms)   that allows the user to block either a specific list of domains, or block free email providers based on HubSpot's list.      The reason this request is so important is because of the significant amount of garbage chats and invalid email addresses coming through the chat.  ...read more

When a hubspot user is deactivated, any of their conversations can be reopened when someone replies to a previous conversation. However Hubspot will not currently treat the NEW conversation as unassigned (even though the conversation shows unassigned) Hubspot only classifies Unassigned conversations as BRAND NEW conversations.  So if a hubspot user is deactivated an a customer responds to an old conversation the conversation is reopened but not placed in the UNASSIGNED section. Instead it sits in the ALL OPEN section labeled as unassigned. So no Hubspot users will know it needs to be responded to. These should be mapped to UNASSIGNED as the conversation is literally unassigned so any hubspot users can pick up the conversation and work it.  This has created several problems for my company of people not being responded to and SLA's not being met because they sit in the All OPEN box blended with conversations that are in flight, we have roughly 400 conversations occurring a day so to find the ones that are UNASSIGNED is not an easy task when it should be.  @HUBspot please simply add reopened unassigned conversations to to the UNASSIGNED inbox.  Thank you ...read more