Great minds think alike

In our case, we wanted to automatically assign a specific tag to incoming emails — but only when the email was sent from a particular domain. However, HubSpot always associates the message with the contact’s primary email address, even if the email was actually sent from a different address listed on the contact record. Because of that, we can’t reliably use the contact’s domain for tagging when the sender uses multiple email addresses. It would be extremely helpful if HubSpot allowed tagging, filtering, or automation based on the actual sender’s email address or domain used in a given email, not just the contact’s primary email address. This would make email-based routing and classification much more accurate. ...read more

Multiple teams,  such as Sales, Customer Success, or Partner Management — may be engaging with the same contact. To avoid conflicts in lead routing, we created a custom property to manage ownership. It would be highly beneficial if the inbox assignment settings allowed routing based on that custom property. ...read more

A small but impactful enhancement for the HubSpot Helpdesk would be the ability to display ticket numbers directly in the board view. This feature would allow support agents to quickly reference and track tickets without needing to click into each one. It streamlines communication within the team by making it easier to discuss specific issues and improves efficiency by enabling faster ticket identification and management. By integrating ticket numbers in the board view, HubSpot can help support teams work more cohesively and effectively. ...read more

For an efficient helpdesk, it's crucial that support staff can quickly access ticket information. A practical solution would be the introduction of tooltips in HubSpot. This would allow you to instantly view ticket descriptions just by hovering your mouse over them—no waiting for a slow preview image. Why Are Tooltips Helpful? Quick Access: Instantly seeing ticket details allows for faster processing. Streamlined Workflows: Immediate information means fewer delays and better prioritization. Happier Customers: Shorter response times lead to happier customers. This simple feature could significantly improve daily operations in the HubSpot helpdesk. Have you already tried this or have ideas for implementation? Feel free to share with us! ...read more

We would like to be able to setup chatflows in Whatsapp, in the same way that you can do it now with web chats. For example when a customer writes their first message to us via whatsapp we could reply automatically with an introductory message, or show multi-choice answers with if/else branches etc. and then be able to assign the whatsapp chat to the customer agent or to a specific user or team in our account. ...read more

Aside from pulling call recordings and add them to the Coaching playlists, the tool should also allow you to pull meeting, Notes, emails or other tools to evaluate the performance of a sales person while engaging with customers as well as providing coaching to improve soft skills and good practices.  ...read more

When you edit the history of a conversation in the Helpdesk (feature released on July 8, 2025), the signature ends up AT THE VERY BOTTOM of the conversation, instead of being placed right after the last message. So... not really an idea but rather a request for urgent fix if possible. Thank you! ...read more

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. ...read more

HubSpot auto creates a contact for anyone that emails in - or is cc'd into a reply in conversations. For some customers who manage through support, this will mean a large number of contacts can enter the database. The only way to prevent this at the moment is by setting filtering rules, as all filtered emails do not create contacts. There is a use case from a customer in this post [Hyperlink removed by moderator as it linked to an archived Community post with duplicate information]   This is a request to build a "Create contact" rule giving us the option to disable automtically creating contacts for people we communicate with in Conversations.   ...read more