Great minds think alike

Currently it's only possible to create a maximum of 20 SLA goals in the Help Desk.   When you have different SLA  agreements for multiple customers, of which the SLA times also differs based on ticket priority and working hours, the limit of 20 is an issue.   Would be great if this limit can be removed, extended or if the SLA goals can get a smarter set-up so you can have for example 'priority differentation' SLA settings within 1 goal setup.     ...read more

Currently, Hubspot reporting's smallest time increment is by day. One of the key metrics that a scaling support team needs in order to determine bandwidth and when to hire a new rep is to work out at what times during the day ticket volumes increase or decrease.  If Service Desk reporting could start to include reporting down to hours, that would be extremely helpful to our team. ...read more

The old Conversations inbox had the ability to reply to live chats via a slack thread (https://knowledge.hubspot.com/integrations/manage-your-notifications-in-slack). This does not appear to be available with the new Help Desk workspace, which adds significant friction to our Customer Success team replying to support tickets.   Adding this feature to the new Help Desk workspace will be a huge help. ...read more

It would be great if HubSpot could have an Canny.io integration. Or add similar features to Service Hub?   Having this functionality would be highly beneficial to our SaaS business.   As a product manager, I want customers to be able to view customer feature requests & road map from our website so that customers and the internal team can track ticket progress and upvote features.    Places where feature should come from: Customer Chatbot/live chat Email Create a post on the website Internal team Create a post on the website Additionally, if this feature could integrate with tools like Linear/Monday.com/Jira so that process would auto-update. ...read more

I have the same issue. I need the attachments to be sorted in a specific way for tickets (alphabetical or chronological) so that way it can be easy to visualize documents in an easier way. Unfortunately, today I made the request, but the HubSpot team told me this is not available. ...read more

I had a client request a HelpDesk filter to show the Tickets they personally created. This is possible in the Tickets Index Page. But the Me filter is missing in HelpDesk. Please add it.     ...read more

I've been testing Help Desk + Customer Agent for a couple of weeks now. It would be ideal to be able to manage when the Customer Agent sends the "transfer" button to the user, or at least train it to present it at a more appropriate time. In some cases, it appears during the very first interaction, which doesn’t give the customer a chance to explore or let the AI respond on its own. It offers the option to speak to an agent even before attempting to answer the question.   After reaching out to HubSpot Support, they informed us that "if the Customer Agent doesn't identify a suitable answer to the user's question, it asks the visitor to rephrase the question and offers the option to transfer to a human agent. However, at this time, it’s not possible to configure or limit when this option is displayed". That’s why I’d like to suggest this improvement to the Customer Agent. ...read more