Les grands esprits se rencontrent

Our company has several different email addresses connected to Help Desk, and access to connected email addresses should be restricted to pipelines they/their team have been assigned access to. Currently it's possible for users to send from any email connected to Help Desk. We are currently testing all functionality before going live, and though the correct from address is set based on the tickets pipeline most of the time, we've already seen agents sending from the wrong email. This is an issue both for professional standards (support agents answering as accounting especially), as well as ticket sorting (new tickets created in wrong pipeline upon reply). Happy to see the rapid implementation of new Help Desk features recently, and hope this can be implemented soon. ... Afficher plus

Currently, you can only delete emails/tickets from your Spam folder in Helpdesk by going through each one individually.   There needs to be a bulk manage/delete option for these emails/tickets. We have connected a support inbox to the helpdesk and our spam folder is sitting with 250 (and growing) tickets that I do not have time to go through and manually delete every one individually! ... Afficher plus

It would be great if it were possible to add lines of code in the internal comments section in Help Desk.   Here is an example of how the Jira Service tool works. Create an internal comment and insert block code and there's even an option to select the language.     This way it would be easy to view and copy code without needing to download or open a bunch of files.     ... Afficher plus

When a NEW conversation is opened in the inbox off the back of a customer contact (whether WhatsApp/Email/Form etc) I would love for HubSpot to be able to send a auto reply via a workflow.   I have so far managed to get my best workaround, but it doesn't quite work as if the agent initiates a conversation with the customer (e.g. sending a new email) and then the client responds, the auto reply doesn't get sent as the first agent response date is known. Enrolment Triggers Workflow   In reality, we could email the customer about something today. A week later they reply to that email about something else and as it is a new conversation, I'd want the auto reply to go to them, so they know our SLA's and have the acknowlegement.   The workflow correctly doesn't send the auto reply each time they reply (as that would be very annoying) and only does it once per conversation, but this limitation with the first agent response date being triggered on a new outbound email has made this workaround not as expected.   If this could be made possible, it would be a great feature.     ... 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

Our clients often send emails about existing issues but email us via a new email thread. This means that the new Conversation in the Inbox is not associated with the existing Ticket in which the issue is being discussed internally.   Right now, to associate this new Conversation, our agents have to click into the Contact Record, find the new Conversation in the activity log, and associate this new Conversation to the existing Ticket.   What we would like is for the ability to associate the new Conversation to an existing Ticket without the agent needing to leave the Inbox.   You can see existing tickets that are associated with the Contact from within the Inbox but there is no way, from the Inbox, to associated the Conversation with any of those existing Tickets. The only way to do this is to go to the Contact or Company record and associate it from there. ... Afficher plus

    linked to these Forume messages, but no duplictates in the IDEA Forum:    I need to be able to respond to instagram messages via my Hubspot account.   Can you please look into utilizing the FB Business Manager API, to also integrate the Instagram Chat Messages.    I would like to be able to respond to those messages, in the same way, as I do with Facebook Messenger through HubSpot.    Hope this is being considered, and expanding the current beta chat scope.      FB Chat Beta: https://community.hubspot.com/t5/HubSpot-Ideas/Integrate-Facebook-Messenger-with-Conversations/idi-p/204375   Instgram Chat from Acedemy:  https://community.hubspot.com/t5/Academy-Learning-Center-Support/Answering-instagram-messages/m-p/273318 ... Afficher plus

When working from multiple conversations inboxes, it would be great to be able to select a default email address that you will always send an email from unless you manually change it.   While you can choose which email address you are sending an email from, occassionally this will randomly default to the incorrect email which can be a pain for managing tickets and further communication later down the line. ... Afficher plus

The automated ticket creation option in HubSpot is great, but sometimes certain emails will come in on an inbox which don't need a ticket.   It would be great if an option could be created (apart from marking certain email addresses as SPAM), that you don't want certain conversations to trigger the automated creation of a ticket.    Options would include exclusion of e.g.: - subject title - email addresses ... Afficher plus