Gute Ideen sollten geteilt werden

Hello,   Currently, a super admin can only see the support tickets opened by other users if they cc you in the ticket. I am proposing that as a super admin you should be able to:   View all past and present tickets. Opened or closed. Have access to the metadata of how many tickets are opened, closed, by whom, etc. Thank You.  ... Mehr anzeigen

The new Default option for the email address used for outbound messages is helpful; however, it's highlighted another issue.   In the email/conversation view and HelpDesk, it's hard to see which email is active as the From address. This causes problems when customers reply to old tickets using our support@ address or accounts@ address about an unrelated issue.   Unless you hit the dropdown, you'll never know you're sending from your non-preferred address.    Ideally, once you've set your default From address, you'll see a warning/note/highlight when your reply does not come from that default address/ Default view Detailed dropdown   ... Mehr anzeigen

It would be great to have the option, as you do in Linkedin, to toggle this on / off per user. Sometimes it is easy to accidentally press Enter or want to start a new line and instead you send a chat message. ... Mehr anzeigen

Since the new "phone number formatting" feature was introduced today, I have to go into the pop-up that comes up every time I want to enter a new phone number and it forces me into the format Hubspot developers have chosen. Currently there is an option to turn formatting off, but it's not permanent and I'll have to do that in the pop-up, every time I enter a phone number. Please supply an option to permanently turn off the specific format that's now the only option. ... Mehr anzeigen

We had this feature in Intercom chat and both customers and agents had fun using it. It helps to make the conversation more friendly. ... Mehr anzeigen

When using Helpdesk, you are forced to use Team Signature. You can not use personal signature (which is the case in Tickets).   Team Signature only allows to add "First name" and "Last name" as personalization token. Nothing else can be personalized.   You can not add agent's phone number, which is a key personalization token used in many customer support signatures elsewhere.   Please consider adding more personalization tokens - even if just a phone number ... Mehr anzeigen

Gathering tickets at a company level is a must have. More and more of our customers are in multi-site environments, where tickets are managed by a super-user for all related companies. At present, the portal only allows to view tickets for the main company. Our customers need to be able to view in their portal all tickets from all companies grouped under a parent company. ... Mehr anzeigen

We recently moved from Salesforce to Hubspot for our CRM and Support. We are overall happy with Hubspot except for Hubspot Customer portal that seems to be a very obvious downgrade. We have compiled a list of all the complaints from customers about the HubSpot customer portal.  The list is in order of importance. HubSpot customer portal only shows the one most recent email on a ticket.  To be able to select which ticket fields are shown in the customer portal, including custom fields Eg: Associated Contact, Product, Severity, Customer Priority, Legacy Case, Target End Date, Issue Narrative, Customer Ticket Number To be able to export the case view to a spreadsheet To be able to sort columns To allow the customer to set a ticket to the Closed status Attachment size limit - request to go up to 1GB To be able to edit ticket fields to update their values ... Mehr anzeigen

I'm aware of this idea existing and its status, but would like to refocus the discussion as the original idea's OP doesn't provide a lot of context.    Short description of the problem: Hubspot Service Hub needs more SLA metrics to make it a viable solution for professional customer support teams.   I've recently been running a project migrating from Zendesk to Hubspot Service Hub, where SLA metrics were a huge topic.    Despite the migration solving a lot of other issues, this remains a part where the client is hamstringed to this day: the lack of SLA metrics like Next Reply Time, Agent Work Time, Requester Wait time and Time until next breach (based on which other SLA metrics will breach first). Zendesk has these SLA metrics nailed quite well, and this article neatly visualizes what each of those metrics does.    Why do they need these metrics? They're not just used for reporting. The Next Reply Time metric is the core metric used to prioritize which tickets agents need to work on throughout the day. They sort their tickets based on which ticket will first breach this NRT or the AWT. So we've done our best to recreate them in Hubspot. I've used Operations Hub to, what feels like, bend time and space itself to build a workflow that calculates the Next Reply Time, but instead of a duration, I have it as a Due Date. It's workable but not ideal.   Why should Hubspot prioritize this? This project was for a Support team that were real power users of their support software, with well thought-out processes that they were constantly revising and optimizing. In short, they're the kind of team I think Hubspot would see as an ideal user of Service Hub. That they see the lacking of these metrics as a big problem should be a clear sign that this needs a solution to make Service Hub a viable competitor of the likes of Zendesk.   Aren't there any workarounds? Trying to get a near-realtime AWT has me doing more complex wizardry. I get close, but I cannot get this calculated near-real time. I think the core of the issue is that Hubspot doesn't keep a running timer, to show the difference between a datetime property and 'now'. Even if these SLA metrics weren't supported natively, if it could somehow do that, I could probably build them through Ops Hub.  ... Mehr anzeigen