Great minds think alike

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

Before the latest update, HubSpot users could contact support and view their support inbox through the purple help button presented at the bottom right of their portal. Now, in order to contact support and view our support inbox, we must go through the question mark symbol in the top right of the toolbar. Unfortunately, through this method, we must interact with the support bot before being able to access the support team or the support inbox. This update is not intuitive or user-friendly.  ...read more

We have an automation that flags when the SLA for a support ticket (Helpdesk) is overdue. This is currently not status aware, i.e. when I have a ticket that is waiting for a customer response or "will be open for a while" (e.g., feature requests / bug tickets that are being worked on), the SLA will be overdue even though it is "ok" that we did not send another reply yet. It would be great if the configuration could be aware of the status a ticket is in. ...read more

  It's really hard for me to understand what was the purpose of moving things around - not sure if others are as bothered by this as me.   Sure, if you are looking to redesign the menu to be more convenient and easy to use that is amazing.   But now, not only did you keep the old navigation bar that is just for search now, you added an extra bar on the left with less useful space.   You have to commit to left side or right, but now both of those are blocked. Majority of the top bar is just useless now.   Moreover, I cannot click right away to "marketing" or "automations" and get where I need to go, I have to guess what icon it is, hover over it, wait for the bar to open up, and only then click.   All in all, these changes are horrible and provide 0 value to the user. I would love for people to argue otherwise, because I genuinely dont understand how this can be approved on such a high level. ...read more

Hi,   I want a pony.   I discussed this after my initial request to sync with Salesforce had been resolved excellently by HubSpot Technical Support. So, since that was done to my satisfaction, I asked for a pony. I was told that I cut out a bit and to please repeat what I said, so, I restated my request and was told, unfortunately that that cannot be done   I was then told that it would be "so awesome if I could make a pony gallop across your screen right now." I agree. I said I would file this as a ticket in HubSpot Ideas. So I am.   I think that it would largely be agreed that we work pretty hard and that we deserve ponies.   If you agree, pleaseee share this with your teammates and vote this up. We want ponies. We each deserve a pony. We demand ponies. Give us our ponies. ...read more

Issue: Tickets Owner and associated Conversation Assignee are not linked.   Use Case: Our support team rotates who is on call. Whoever is on call during a specified period of time will answer incoming client issues for that period. To facilitate this, we have the Conversations Inbox set to unassigned for new incoming messages. We also have it set to automatically create new tickets, which also have the ticket owner as unassigned. If a support rep claims a Ticket they set themselves as the owner, BUT the associated Conversation is still shown as unassigned.   As a result it diminishes our team's ability to work out of both the Ticket and Conversation areas concurrently, as ownership of something in one area is not reflected in the other. This reduces the usefulness of the Conversations Inbox.   Solution: When an unowned Ticket (automatically created from a new Conversation) has it's owner set, also assign the associated Conversation to the same user. ...read more

Could we please have an option to reorder association lists (i.e. on the right sidebar on desktop, or the Associations tab on mobile) dependent on a specific object property?   i.e. Contacts that have a custom property 'Status' that is set to 'Dead/inactive' should show further down the list than 'Active' ...read more

Hello,  Please can we have a draft folder in the inbox? This is vital from a customer support/service perspective as emails that take a while to complete seem to vanish when you come off the email. With a draft tab in the email inbox... I can have multiple emails in drafts to work on throughout the day especially if lengthy.  ...read more

I would like to share some feedback regarding the support form on HubSpot accounts.   As you know, when submitting a support request, users are provided with a simple text field where they can enter their message and attach files:   HubSpot contact support form   While this is helpful, I believe there are some improvements that could greatly optimize the user experience and the effectiveness of the support process.   Firstly, I often find myself wanting to include formatted text or hyperlinks in my initial support requests to provide additional context or resources.   However, the current text field lacks the ability to format text or add hyperlinks, which can make it difficult to convey information effectively. It would be beneficial to have a rich text field, similar to the one available in the Support Inbox, to allow for better communication and clarity:   Rich text field in HubSpot Support Inbox   Additionally, the size of the text field is fixed, which can be limiting for users like myself who frequently need to provide detailed information or multiple pieces of information in their support requests.   Having the ability to adjust the size of the text field would greatly improve usability and ensure that all necessary information can be included without constraints.   I believe these small improvements would go a long way in optimizing the support experience for users like myself who rely on HubSpot for assistance. ...read more