Great minds think alike

I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket.    As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelated issue to the end of ticket that was previously closed.   There is currently no way in hubspot to avoid this or prevent this from happening today.  Regardless of how long a ticket is closed it will always reopen when an email is received that is related to that ticket.  To say this is unfortunate is an understatement.   Zendesk has the concept of an archived ticket.  Once a ticket is in a closed state for a configurable period of time, the ticket is archived.  This archived state  does not remove the ticket from the system, it puts it into a sort of read only state that; Will not reopen with an email response Cannot be reopened manually Cannot be edited. Zendesk provides the option to create a follow up ticket that references the archived ticket.  This new ticket will have a link to the old ticket and does have a true link at a reporting level to the old ticket.   So what is the suggestion I am making? Add a reopened state for tickets that were previously closed and reopened as a result of some action. Add a reporting field that has the following attributes, reopened source (manual, email response, workflow action) Add a property to indicate the reopen time. Add a status that is systemically assigned based on the ticket being in a closed state for some configurable period of time. example 5 days. For 5 days after a ticket is closed, the ticket can be manually reopened or be reopened due to a workflow action (receipt of an email or call associated with that ticket) Tickets that are reopened should be in a reopened state or have some attribute data to indicate that the ticket was closed and was reopened during the 5 day interval. Tickets that are not reopened within the 5 days will enter an archived state.  These tickets are closed, can be reported on, can be referenced, and  be the basis of follow up tickets.  But they cannot be reopened and they cannot be edited. I am certain that there are other customers who would benefit from this type of option.   Thank you... ~James   ...read more

I'm looking to create either an automated report that could be sent out monthly or a dashboard that will show us the people who filled out forms to download some of our gated content in the last month (or other period of time). Right now I can only find this information through the form submissions main section but I don't know if I'm just not looking in the right place to create this report or dashboard.    Any help would be greatly appreciated!  ...read more

I've created a custom source field for Contacts and mirrored it in Deals. The reason for this is because the Hubspot default options were too limiting and could not be edited. Now I want to map the fields so when a new deal is created from a Contact the source information is updated within the Deal. My ultimate goal is to map deals to sources.   Is this possible? If not, is there another way to approach this that will give me the same result? ...read more

Hey!   We really need to be able to measure response time on all incoming emails in our inbox. Currently this is only possible to measure on tickets as far as I can see. It is a very important measurement feature that most other CRM-systems can offer.    Average first response to new email, average response time to excisting email thread and so on.    When will this be possible to get numbers on? Very important to get this if we are going to continue using Hubspot ...read more

I would like to create a report for a number of tickets created per hour of the day. This will help us to understand where we need more staff to cover the busiest times.   Thanks ...read more

BEHAVIOR: The expected behavior for merging tickets creates a brand new ticket and all the data from two tickets are merged into the new ticket.  Old ticket information is removed.   PROBLEM: After the merge, users are no longer able to search for the original ticket data.  Searching for the original ticket number or even the ticket name will not return any results.   REMOMMENDATION/FIX: For users to be able to find the original ticket information when they search, HubSpot should keep this information/data in the search index.   Example: Tickets 99264476 was merged with 99095483 into new ticket 100303830 After the merge we are no longer able to find the ticket using the old ticket numbers.  The values of "99264476" & "99095483" return zero results.   With the recommended FIX, users will be able to search by any of the original "Ticket Number" or original "Ticket Name" values to find the new ticket. ...read more

We need a means to report purely on the volume of Conversations generated through different shared email Inboxes - before any Tickets are generated.   We currently receive many (irrelevant) types of email into our Inboxes, so we don't yet want to auto-generate Tickets (to avoid having Tickets that aren't relevant).   So as well as reporting on actual Tickets, we'd like to report the volume of incoming Conversations to different email Inboxes by email, who handled the Conversation and how long it took to close it. This way we can also compare how many of the Conversations actually resulted in a real Ticket. We would like to demonstrate the work volume that our team members have to attend to, sift through and filter into 'proper' Tickets.    Hope that makes sense. Happy to flesh out the requirement if you'd like me to provide more info 😃   ...read more

We have had to create boatloads of forms because of the fact that HS pushes both the page title and the form name into the First Conversion field. Our site is NOT built on HS so we can't filter searches, reports, dashboards, etc., by pages which makes reporting very difficult (both in Hubspot and Salesforce). PLEASE PLEASE PLEASE split this data!! ...read more