Currently the support feedback survey has only one trigger, namely for a ticket to have the status 'closed'. However, Hubspot themselves provide the admittedly handy feature that when a customer replies to a closed ticket, the ticket is automatically reopened and moved to the 'waiting on us' status (or a different status of your choosing). Once the ticket has then again been resolved and moved to closed, this client will then be sent a support feedback survey a second time. And if they keep reopening the ticket with additional questions they might even receive it a third and a fourth time and I can imagine to a client that would get old real fast.   If you choose not to use this automatic feature, you will be forced to keep track of tickets with the closed status that are not really closed, because you don't want to move to ticket because it will mean they will get a second survey later for the same ticket.   Hubspot engineers, this makes no sense. You're shooting yourself in the foot by offering these features simultaneously and not providing us with multiple options to trigger the support feedback survey. For example, it would be great if we could trigger the support feedback survey after a ticket has been closed for a certain duration. Other options might be that the resolution property is known. Any additional options would be most welcome at this point. ... Mehr anzeigen

Currently we are able to have reports under Service Hub > Customer Loyalty > and we can filter the name of a particular company to see the Net NPS score (by using the filter on the left pane). I would like to have a suggestion upon working with a customer, where we can include it in our cross-object reporting as well. Currently our cross object reporting does show individual NPS scores (which is great), but will be be reflective (and for b2b sales busineses) to have:- i) A property that takes the average of contacts and take it as a company property? ii) That we can create a cross-object based on that? I have been thinking about this -- or should we start with having a survey sent to each company instead? I believe the current report is set in such a way because the surveys are sent to individual contacts not companies, and therefore there are only contact properties related to NPS scores. ... Mehr anzeigen

Add a developer or Design Manager category to the Idea forum. ... Mehr anzeigen

I'm getting started with the new customer feedback tools, however, I've twice created draft surveys that have been lost (email content, targeting options, etc) as there's no 'save draft' option (only the option to publish and send immediately).   As I need to develop and share the draft with stakeholders internally (eg. client managers) prior to sending, this seems like an obvious feature - i'm surprised it's not there already.      ... Mehr anzeigen

It would be great if we would be able to add Customer Feedback modules to Email Marketing e.g. Newsletters.    Connecting both the Marketing Hub and the Service Hub would be great.   HubSpot has this feature in their footer for the "HubSpot Marketing Blog" newsletters (please see the image). I am not sure if this is as well possible for the customers, but so far I have not found a way to do so in our email marketing.   HubSpot Marketing Blog newsletter footer If the Customer Feedback Module would be customizable and flexible users could use their own icons and graphics to remain in line with their branding, tone, and language. ... Mehr anzeigen

Hi, We are planning to run customer feedback surveys to users who have logged in to their account on our platform. We already know who the user is when they answer the survey so there is no need to ask them for their email id again. It's a redundant step and may prompt the user to just close the pop-up window.   Please have an option to remove it from the survey completely.  OR You can have the email field auto populate with the email address of the logged in user.  Thanks! Shashank ... Mehr anzeigen

Currently customer feedback surveys can only be enrolled to contacts based contact properties, company properties, deal properties, and ticket properties.   Please add the same options we have in workflows, e.g. list membership, form submission, Event, Workflow status, Import etc. ... Mehr anzeigen

We are showing the customer loyalty survey inside our company's app. Our customers log into a dashboard. However, the survey will only show for those have a cookie and only if they havent' cleared their cookies recently. This means we're missing the opportunity to survey customers who are logged in just because they don't have a HubSpot cookie active. For the CSAT survey you can choose to show it to ALL VISITORS, but for some reason this option isn't available for Customer Loyalty surveys. ????   Ideally HubSpot would allow this for all survey types or would provide a method for IDing customers in addition to the HubSpot cookie. When we used Uservoice, customer info from their session could be passed to the feedback widget to ID the customer. We could hypothically pass customer emails for those who didn't show an active HubSpot cookie.  ... Mehr anzeigen

You should be able to have an email survey and web style survey active at the same time for the same survey type. We'd like to promp the NPS question on our website, but also send out an email to get a more complete picture. You should be able to run both at the same time. Pretty disappointing.  ... Mehr anzeigen