Las grandes mentes piensan igual

Por favor, es muy importante poder tener informes sobre reconversiones que retoman contacto por Whatsapp. Me han confirmado desde soporte la imposibilidad de poder identificar las reconversiones de contactos que retoman solicitud de información a través de Whatsapp ya que la herramienta es incapaz de distinguir entre estos dos tipos de mensajes: Cuando el emisor es el contacto (reconversión por inicio de conversación del propio contacto). Cuando el emisor es uno de los agentes de nuestro departamento de ventas que reinicia conversación a través de una plantilla de Meta Whatsapp, por ejemplo, cuando hace seguimiento a una oferta enviada por esta vía. Esto hace que estas reconversiones sean imposibles de medir y consideramos está lejos de la efectividad que se espera de un CRM como Hubspot a pesar de tener integrado Whatsapp a través de la API oficial.  Esperamos que tenga pronta solución. ... Mostrar más

Provide additional routing options for the Customer Agent to route to a ticket. This is currently limited to a hand-off only, which requires a user to be assigned to the live chat.   Who it's for: Service Hub users with access to the Customer Agent (currently in beta)   What problem it solves: Not every team has capacity to be available 24/7 for the AI Agent to hand-off the conversation to a live person, being able to create a ticket allows it to flow into existing processes/queues.   submitting on behalf of Patrick O'Keefe, reference ticket #19929723027 for additional details about the limitations. ... 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

We switched from ZenDesk to HubSpot for our ticketing and we are missing ZenDesk's Email API (https://support.zendesk.com/hc/en-us/articles/4408839419034-Using-the-Mail-API-to-update-ticket-properties-from-your-inbox).   Basically, the ZenDesk Email API allowed us to include a few commands at the beginning of an outgoing email (ie. an email from us to a customer) that would specify a few of the ticket parameters.   For example, there doesn't seem to be any way to send an email to a customer using an external email client (eg. Gmail) and automatically create a HubSpot ticket associated with that customer.  I have tried CCing and BCCing one of my HubSpot Inbox Channel Forwarding Addresses but the tickets that are generated are associated with the FROM email address (ie. our email address) which is very annoying and time-consuming to constantly manually switch to our customer's email address. ... 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

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

It'd be fab if HubSpot had the option for a night/dark mode to improve the UI.    Did my eyes in working in the Chatflow tool all day (with blue-light blocking glasses!)     ... Mostrar más

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

Please allow us to customize the customer agent's transfer button. We may want to say "Transfer to human" or whatever the message may be. ... Mostrar más