Great minds think alike

Hey team,   Is it possible to check if a template is used anywhere ?   Thanks in advance ! ...read more

Cela afin de pouvoir filtrer par les tickets qui sont passés dans ce workflow. Ou créer des rapports avec comme déclencheur le fait que le ticket passe dans un WF.  ...read more

With Hubspot's push into support, there is a need for them to invest further into calling.  Hubspot's current calling system is woefully underpowered to be able to fully run a support department.   1) Inbound calls shouldn't need a support employee to remember to open a new window when they login for work each day.  When they are logged into the support platform, they should be logged into the phone system.   2) The Hubspot mobile apps need to allow inbound calling so that higher tier reps can receive escalated calls without being logged into constantly into Hubspot. ...read more

When a new ticket is created because of an email automatically the subjectline becomes the ticket title. It would be so helpful if the ticket ID was automatically placed after the ticket title and also the subjectline. That way a ticket can easily be found in your inbox and in the 'tickets board'. This is also useful if a client wants an update on a particular ticket as one client can have multiple tickets. Zendesk does this automatically for example.  ...read more

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 ...read more

A feature of linking two tickets or creating a subticket would be very helpful in the below scenarios:   1) Our bank contacts us to ask questions about our customer (Ticket A is created) 2) We contact the customer to clarifay the question Bank asked us (Ticket B is created)   When we open Ticket A, it should show Ticket B details and visa versa.  ...read more

Some customers cannot find the survey sent via email. It would be nice if we could manually resend NPS surveys ...read more

Who Does It Benefit HubSpot, Marketers, Users, and Developers   Value To Be Gained Users would be able to easily submit bug reports as well as view bug reports others have submitted to identify if what they're experiencing is likely actually a bug or not.   Description I feel like there should definitely be a Bug Reports Community category or a #bug-reports Slack channel (or preferably both, like with Ideas). Currently, I've experienced numerous bugs, over the last several months, and I don't really have any outlet to post them to. Currently, I try to find the most relevant channel in Slack and post them there, but it doesn't feel good at all.   I mentioned this to Jon McLaren, and he told me messaging support would be the best solution for bug reports, but it seems really inconvenient to do, and other users can't benefit from it, to help identify their issues as bugs, and view possible solutions whether it's a bug or not (if there's been an issue posted by someone else). Being able to post your bug reports to a dedicated community section would just be better for everyone, I feel: HubSpot would gain more awareness and a measure of the urgency of the bug based on community response Marketers and users would have an outlet to more easily report any issues they're experiencing as well as see if the issue has been experienced by others and possible solutions or bandaid fixes for the issue (and maybe a response in the thread from an official HubSpot staff member that the issue has now been resolved) Developers would be more aware of things that are actually bugs rather than waste hours identifying it as such (which I have done on more than 1 occasion recently, although I probably still would have needed to as they were so niche it is likely no one else would have already reported them) and they could potentially pass that info on to a client. All-in-all, I don't really see a reason not to do this, and think it would be a great addition. ...read more

Hello,   We have many customers who raise an issue by emailing it to our support email and it creates a ticket, those customers also then use the portal to track the ticket progress and see all their tickets and email correspondance. However our customers struggle with the portal as the tickets in the customer portal do not show the initial ticket description field so it is hard to know what the issue raised was.  Could the ticket description field be added to the customer portal please, sort of like in the red box in the image.   ...read more