Great minds think alike

Hi everyone,   Our organization recently implemented Hubspot's help desk ticketing system in place of Outlook's shared mailboxes. We have three separate departments that have transitioned over, and we are running into some minor challenges. Any recommendations would greatly be appreciated.   Restrict Viewing Unassigned Tickets to Pipeline Access: As tickets arrive, we want them analyzed by a team and come in unassigned. Currently, all unassigned tickets are visible to all teams, regardless of access to the pipeline. The sole alternative is unchecking the view unassigned tickets & selecting only view tickets by team ownership, however this requires an assigned owner. Shared views help, however, we would like 0 visibility for unassigned tickets that don't pertain to their department/pipeline access.    Delegation Permissions: Currently, every Team can send out of each other’s department email address. We want to restrict this per user and/or team.   The following are some additional suggestions that we would like to see implemented in the new help desk.   Ticket Creation Email “From” Line equivalent to Pipeline: When a new ticket is created our IThelpdesk@company.com is automatically set as the sender address every time. We would prefer if the email address of the pipeline specified during ticket form creation to appear on the "from" line once generated.   Restrict Inserting Team based Templates: When inserting a template into an email, our users have the option of selecting from any of the templates that have been developed. To minimize confusion, we would prefer if users can only view/insert templates pertaining to their team access.   Thanks! ...read more

I would like to prevent users from viewing conversations in the shared inbox if they are not on the service team and if they do not own the contact.    Currently, the only way to prevent users from seeing all activities in the Conversations Tool is to shut their Account Access off fully. ("Users with Account Access or Super Admin permissions  can view any conversations inbox in the portal")   Ideally, we would be able to limit people to view, edit and communicate with messages in the shared inbox based on the same "All, Team-Only, Owned-Only, None" degrees. This would be similar to the access granted on all other standard objects.   I, as a Solutions Partner, may need to get into a portal to set up shared inboxes snd channels for a client, but for security purposes, should not be able to see actual client data and interactions. Without limiting my access but not shutting off my Account Access, this is not possible. ...read more

You can find the number of records that have a property value from settings > properties > edit (a property) > basic info tab.     If you're auditing properties and want to archive properties without any values, this can be a time intensive process.   You can export property information in bulk but it doesn't include the number records that have values either.   I don't see a need to change the user experience because its just fine for one off lookups, but it would be great to add this information to the bulk property export.   In a perfect world, I could filter properties based upon the number of records with values, and while I'm asking for things 🙂 other filters like the last time it was used would be great.   ...read more

We have a continuing use case with more than one client who have sales teams who need to have access to shared companies - companies that are being worked by more than one salesperson. We create a shared@ or placeholder@ user to distinguish these records. Snycs create unassigned records so there is a definite need to separate the unassigned from the shared.   The issue is that each salesperson needs to view ONLY their owned company/contact/deal records but also the shared@ and unassigned. Team options does not address this use case. Teams permissions allow users to view all records of team users.    We could create a new User property but this would need to be done for each sales person and is bulky and inadeqate at best.     I am sure there are many other businesses with this same issue. It would be nice if HS could address this problem. Thanks! ...read more

I think one of the biggest problems with hubspot forms is that, whenever there is a reason to make changes to a form (for example add new fields, edit dependent fields, change GDPR settings etc), you need to do it one by one on all the forms. It would be much easier if you could create different template forms (for example one for newsletter signup, one for lead gen, one for book a meeting etc) and then clone from these templates. Once you need to edit a form, you can just edit the template and have the option to edit all forms that are using the template.  Using the same form is often not an option, because of different CTAs, the form being added as an asset to different campaigns, or different languages for example.  I really hope you will work on this, its a really messy job right now... ...read more

It would be great to limit the products specific teams can see when creating a quote or accessing line items in deals. We have different SKU's and offerings for different regions between North America and EMEA. It would be much easier to just limit the products available to them instead of the whole catalog.  ...read more

There are many hubspot partners and happy customers in Israel! Here in Israel the official date format is: DD/MM/YYYY And the official work days are Sunday - Thursday *** Today in Hubspot, You can't define them both (and I am talking about the calender to choose from, in every activity, for example: Task Due Date). When we try to change the "Account Default" (to Canada format/ UK format), we can have accurate calnder or accurate date format. *** Please give us the ability to work normally in ISRAEL! Thank you, Rubi ...read more

Hello all,    Have there been any discussions about allowing super admin to limit access to different datasets that get created? The situation I am running into is that we have brought in a quota for a custom object that we have made. I could restrict the pipeline (created a pipeline within the custom object that I restricted; also locked the property) to keep the quotas hidden from everyone. For the reporting side of the quota vs actuals, I created datasets for each of our territories, but they could make a report themselves and select someone else's dataset. It would be helpful if we could control who has access to the datasets from an individual dataset standpoint.     Thanks,   Clayton ...read more