Great minds think alike

If you're using Customer Portals, and agents email a third-party to resolve the issue, you don't want the customer to be able to view these conversations, but you do want to keep those conversations in one ticket.    It would be great to hide/restrict certain email threads in Customer Portals so queries can be dealt with in one ticket and the business can uphold a professional front by separating customer communications and client communications. ...read more

We want to transition from Zendesk to ServiceHub and noticed that ServiceHub doesn't show when other members of our team are in a ticket like Zendesk does. This is important because we work tickets as a team (not assigning to an individual until close).   This prevents us from sending duplicate communications to clients or duplicating our efforts.   This is a small but mighty feature/enhancement to ServiceHub @AndyPitre  ...read more

It would incredibly useful for us as a company to bulk modify the status of jobs in the board view.   Company wide our end users only really use this view as we've found it more useful in general. however when bulk selecting tickets and clicking edit, the option for "ticket status" isn't available.   We have alot of tickets coming into our system, especially if incidents occur, and the ability to bulk close them from this view would be particularly usefl ...read more

The Ticket ID property should be able to be edited/updated to have a client's specific ID.    Instead of the random numbered Ticket ID HubSpot comes up with, it would be good if we can instead edit it to our own ID e.g. E1234. If it could still be automated it would be: E1234, then the next automated Ticket ID would be E1235. ...read more

Currently you can only create up to 10 tags per object. I understand the logic of limiting them (tags become meaningless when you have dozens of them), however we have different tags based on which pipeline they're created for, and the 10 tag limit is problematic.   Please consider changing this to 10 per pipeline, at least, especially  because the tool already lets you differentiate when you are creating them if it should be applied to all pipelines or only for specific pipelines.  ...read more

Hello,   My team uses Hubspot as their inbox. I would love a way to have multiple owners be assign to a ticket.  ...read more

My team spends all their time in Tickets, using the List view. However, every day when we log in Tickets show the Board view.   Please create a user level preference setting so users can select whether they want Tickets to start in List view or Board view ...read more

In workflows it is possible to display the activity log for a specific time. However, it would be desirable and much more practical if the activity log could be activated according to the various categories. For example, we only want the activity log for meetings. However, as far as I know, this is not possible because the activity log is then switched on for all categories (tasks, calls, mails, etc.) which automatically causes unintentionally actions in some of our processes. ...read more

In ticket properties against the SLA's there are only High, Medium and Low priorities, we should have the option to edit these/add to them as we do also have an urgent priority as a business that has a separate SLA to high. I know i can create custom properties, but then the reporting/SLA around this wouldn't work.     ...read more