Great minds think alike

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.  ...read more

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. ...read more

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. ...read more

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

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. ...read more

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 ...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

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.  ...read more

Hi all.   HubSpot has an "Enforce Two-Factor Authentication (2FA) for All Users" security option but (and I have followed this up with Hubspot Support who have agreed with my observation) it is ineffective since:   a) Users can bypass this control simply by selecting "Remember me" at login time.    b) Users can authenticate using only their password on mobile devices, once again bypassing the 2FA requirement.   This lax approach to security policy enforcement may put Hubspot customers (err... me!) at risk of legal action. Consider the scenario where my organisation attempts to appropriately protect the PII of its clients (those whose data we have stored in Hubspot) by enforcing 2FA, as per to legislative requirements such as the APPs (Australia) and the GDPR (Europe).  Aside: Such 2FA requirements for the protection of PII are also generally found in cyber-insurance policies.   Now consider the case that an employee disregards the director's instruction not to use the "Remember me" security bypass hack and/or uses their password to authenticate to the mobile app, and that later, the employee falls foul of a phishing or password spray attack.   That user's Hubspot account can now be compromised by the attacker, and the HubSpot customer (the user's employer) may be exposed to legal action because they will be unable to show that they protected the exposed PII according to legislation and insurance requirements. Instead, the plaintiff lawyers will show, correctly, that in fact the customer (employer) allowed access to PII via nothing except a stored cookie.   It's nearly March of 2024 and breaches of PII are a weekly (if not more frequent) occurrence. I can see no possible way that, if the PII that is in our care is breached, that I will be able to defend myself against an accusation of negligence, if the only defence I have is that I told non-technical sales staff to delete a certain cookie every eight hours.   My insurance, the APPs and our PCI DSS compliance requirements demand that I actually implement effective 2FA and logging (and I'll raise another issue about security logs later!) and I am very concerned that allowing users to bypass the 2FA security setting will land me deep in lawyer **bleep** if a user account is breached and the PII in our care ends up on the dark web.   I strongly recommend Hubspot configure the security settings so that the settings do what they say on the tin: Specifically, disallow security bypass hacks and password-only authentication on both web and mobile apps, and enforce 2FA on every login.   Cheers!           Tim.   PS:  Considering the fact that it's a big deal nowdays, Hubspot might also want to have a category below for "Security".  For now I'll log this under Hubspot Support.  ...read more