Great minds think alike

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! ...read more

Hi team, WhatsApp is a very important tool for LATAM Market, here in Brazil, is used in our daily life. It would be great if you could add a feedback survey for this WhatsApp channel, then we can collect the CSAT with a simplified process from our customers.   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

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.     ...read more

Modelos de mensagem com call to action e botões são muito importantes para nós, facilita a resposta do cliente e nos ajuda até a ter uma triagem, uma vez que não temos a possibilidade de bot. Seria ótimo contar com essa ajuda de vocês, obrigada! ...read more

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! ...read more

Idea:  Create the ability when working on help desk tickets to draft and save emails, that are viewable and editable by team members.  This feature was extremely handly in helpscout, it allowed my support staff to draft email responses to customers and ask me to review them.  It gave me the option to edit the response and even send it, when dealing with high profile customers this feature comes in handy. Right now the workaround is to draft an email in notes and copy it back.  ...read more

We migrated CRMs into HubSpot. All went smoothly to see emails on the Tickets CRM in HubSpot. See the example ticket with an email in the Ticets CRM:     However, the email is not visible using the new Help Desk CRM, which I understand uses a "conversation" type of communication. I see a message saying, "There are no conversations on this ticket."     I was told by HubSpot support, "There isn't an option or an API available to bring those old emails into the conversations inbox. When setting up conversations/help desk only new emails into the inbox will be received in there - retroactive emails will not be added."   Not only is this inconvenient, but our customers are complaining they see their old tickets in the HubSpot Customer Portal, but it's completely blank. It's embarrassing to say to our customer base that we have all the info and history on our end, but due to technical limitations, they are not yet visible on the new portal.   Lastly, we spent time and money to hire a HubSpot partner to get this migration done and they did not have the APIs to accomplish the required goals 100%, which is not the fault of the partner.   I hope an API is developed to get emails into Help Desk inbox conversations. ...read more

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 ...read more