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Please add a feature for Hubspot email inbox.  I need to be able to BLOCK email addresses directly in Hubspot, so they they don't go to the "unassigned" inbox or the "spam" inbox.  I want to COMPLETELY BLOCK certain email addresses and certain domains. ... Mostrar más

Request: Enable the ability to bulk update Conversation Owner within an Inbox, whether it's for an Open or Closed Conversation Who (what type of role or team) is the feature for?: - Any person or team that would be involved with managing or support a Conversations inbox.   What is their goal? - Easily change ownership of conversations (both open and closed) to support when a person leaves the company or transitions to another team and will no longer be managing the conversation.   What value will this add?: - Ultimately saving time and resources for something that appears should be an existing feature. Are there examples of other places or products that have this feature?: I'm sure SalesForce or other CRMs would allow for bulk editing an Owner field. ... Mostrar más

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. ... Mostrar más

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.     ... Mostrar más

There are a huge number of scenarios where we could want to close a conversation in the Help Desk but not close the ticket. The prime example would be where we speak with a customer on chat but can't solve the problem there so need to follow-up by email.   We'd like to be able to close the chat conversation but keep the ticket open, so we can start a new email conversation with the customer when we've got the answers ... Mostrar más

The email signature is currently populated AFTER the 3 dots shown in the screenshot which contains the entire email chain/thread history. Meaning when you type an email then sign it with "Regards," this is followed by all of the email history before showing your email signature, which contains your name and any other contact information. Making it very confusing for clients ... Mostrar más

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.   ... Mostrar más

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! ... Mostrar más

We got some feedback from customers asking for more customization options for the Customer Portal to better align with different business environments and countries.   For instance, our Japanese customers are not used to being casually referred to by their first names due to cultural norms. It would be great if there were options to display contact and user names by their last names on the portal. Also, not being able to add honorifics to names might feel a bit off.   I understand that adapting to cultural differences can be challenging on the development side, but I hope this feedback is helpful! ... Mostrar más