Great minds think alike

JJoannides

I propose a feature for Breeze that summarizes customer inquiries (tickets, chats, phone calls), enabling HubSpot users to create more accurate Knowledge Bases tailored to customer needs. By aggregating and analyzing tickets, this feature would provide insights into common issues and questions, fostering better collaboration between Marketing and Customer Experience (CX) teams. Marketing could leverage these insights to understand customer pain points and preferences, leading to data-driven campaigns that resonate more effectively with audiences. While the Customer Experiance (CX) teams could leverage these insights into using Chatbots instead of manually repsonding to inquries that do not require manual responses. Ultimately, this initiative would enhance customer satisfaction, improve self-service options, and align team efforts for a more customer-centric approach.

GTorres08

It would be great to have a shortcut of the Help Desk status details accessible right on the built-in card. Typically we have to go to View All Properties > manually search "Status" and then click the Details button to see the status details. Can we put the Details button right by status in the Help Desk card?

ABimmel · ‎Aug 26, 2024

The third party conversations are not to be read by clients. But while testing the client portal feature in HubSpot, clients can read the conversations between third parties and the business in the same conversation (as this is just forwarded to the client). There is no option to hide these third party mails for the client, which is a shame, since this would make working with the client portal so much easier. On external platforms there is the option to 'Hide Messages By Email: Hide messages in the ticket threads by email'. The e-mails from the adresses in this box won't show up in the portal. This should be great for the client portal in Hubspot.

NHeath1

As the title suggests, it's very unfortunate that we are limited to having SLAs only on tickets created through Help Desk or Service Inbox. As many organizations either create tickets manually or through workflows, there is no way to measure these against SLA goals. This leaves a big chunk of our tickets with a label of "no value". Please allow SLAs everywhere!

TMutemi

The current SLA system lacks flexibility for teams handling phone calls and complex workflows. We propose enhancing SLA management to address these challenges. Use Case Our team creates tickets for product/image amendments, often initiated by phone. This leads to: Distorted "Time to First Reply" metrics when no written response is needed. Inaccurate SLA tracking during internal processes after phone interactions. Proposed Features: Customizable Start Time: Allow manual setting of SLA countdown initiation. Pause/Resume Functionality: Enable pausing and resuming of SLA countdown. Edit Existing SLA: Allow modification of SLA settings on existing tickets. Conditional SLA Triggers: Set conditions for SLA countdown start. Phone Call Handling: Option to mark tickets as "Responded via Phone" to stop "Time to First Reply" SLA. Internal Workflow Status: Introduce status to pause customer-facing SLAs during internal processes. Benefits: Increased SLA management flexibility Accurate response time representation Better alignment with varied business processes Improved customer satisfaction More precise performance reporting

svamann

Currently, we can change the customer portal to allow contacts to view all tickets that are associated with their primary company. This setting applies to all companies (and all contacts). We would like to grant this kind of access only for specific contacts (or at least only to contacts from specific companies), because: Some of our customer request this kind of access, at least for a couple of key people collaborating with us. For some customers allowing everyone to see all tickets from everyone else would open a hugh data-security issue, e.g., if some projects we work with are confidential. Currently, we cannot serve both these demands and have to stick with people only having access to their own tickets, because data security trumps ease of communication...

MJosephson

I have set up 2 custom pipelines in the CRM-ticket process for my team to log demo product requests and product quality issues. These are primarily coming from our field staff which was great because they could use the HubSpot App / Mobile Create Ticket process. To make it easy for them I added conditional logic so only the related fields shows up when you choose the pipeline you need. Unfortunately the conditional logic and dependencies do not work in the App (a known failure of coordination between the products I did not know until it was all set up.) Now my field team, primarily sales people, will have to write all the info down and wait until they have their Laptop handy instead of easily using their phone. My other option is to remove all the logic and use HubSpot to only capture one of these 2 important events for tracking purposes.

AKettula · ‎Aug 26, 2024

More and more, we are encountered with the need to mandate associations when moving deals/tickets/custom objects along the pipeline. Mandated associations "post record creation", the same way we can mandate properties to be updated based on a pipeline stage. This means, we already have the mandated associations when creating a new record and we wish that we could for example mandate the association of a ticket with a custom object and/or deal before we close the ticket. This association cannot be mandated from the creation of the ticket record.

Viane41 · ‎Jul 22, 2024

Hello everyone, who works in the Service dpt. will probably share with me this problem: when the customer re-opens a ticket, even long after the ticket has been closed, the close date is updated as well as its time-to-close. This messes up reports. What I suggest is to develop this kind of option: Clear the close date when moving ticket from closed to open status. To be toggled on and off. Meanwhile, as a way of survival I will: 1) toggle off this option: Set the close date to today when moving ticket to closed status 2) Build a Workflow that sets the close date automatically when the ticket reaches our Closed status 3) Be sure that there's no re-enrollment in the Workflow, so that the Close Date is "frozen" at the first Close Date.

HNewman · ‎Apr 9, 2024

After briefly playing around with the open beta Help Desk funcationality, I wanted to submit an idea for a use case that neither the current Inbox nor the new Help Desk seem to work with. Currently all of our internal communication that happens on a ticket happens via Notes on the ticket. These notes are only accessible when opening the ticket and going through the activity, or specifically the notes. In the old Inbox, you can also add Comments, which our team also do. However, we have noticed that Comments and Notes seem to fulfil a similar purpose, but are at odds with one another. If I leave a comment on a conversation that is associated to a ticket, then I am not able to see that comment when viewing the ticket. Similarly, if I leave a note on the ticket, I am not able to see that note on the Inbox conversation. I had hoped that the Help Desk might do something to unify this experience, as it seems to be being pushed as a way to manage the support process all in one place. However, this still seems to be an issue. I can't see Help Desk comments on a ticket, nor Ticket notes on a help desk conversation. My idea to unify this would be to do one of two things: 1. Show Ticket Notes on Inbox/Help Desk Conversations, and Inbox/Help Desk Comments on Ticket Activity When a note is associated to a ticket, and that ticket is associated to a conversation, also show that note in the conversation at the same timestamp the note was created at. Note-comments (comments made on the ticket note) should also show in the conversation-comments, either as their own entries or like they currently do, under the note. Similarly, when a comment is made on a conversation, and a ticket is associated to that conversation, show that comment on the ticket activity as it's own entry at the timestamp it was made at. or 2. Unify Ticket Notes and Inbox/Help Desk Comments Instead of showing a note on a conversation, and a comment on a ticket, get rid of one (e.g. keep notes, get rid of comments) and have a single source that shows on all associated records. The UI look and feel could be the same, but now when I leave a "comment" on a conversation, that is actually a note that is associated to records that conversation is associated to. I can interact with that note on the conversation, or on the ticket, or the contact, or anything, and that interaction will sync across all records. Who (what type of role or team) is the feature for? This would be aimed at the support teams who work closely with Tickets and the Inbox/Help Desk. What is their goal? Communicate on tickets and have those communications be consistent and visible across HubSpot What value will this add? This will allow the support team to stay in one place. Whether the Help Desk or the Ticket, the person will be able to see all commincations without needing to search around. This will also make Comments more visible, as currently the only way to see a comment on a conversation is to navigate to the Inbox/Help Desk and scroll to when the comment was made. Are there examples of other places or products who have this feature? The notes on all HubSpot records work great for their purpose. They just fall short specifically on conversations, which is an issue when conversations and tickets are so closely linked together.

Great minds think alike

Enhancing Customer Insights with Breeze Integration through Bulk Ticket Analysis

Have Ticket Status Details in Help Desk

Client portal - hide third party e-mails/certain mails from certain e-mail adresses

SLAs for all created tickets (not just help desk)

Flexible SLA Management for Phone and Multi-Step Processes

Grant Customer-Portal Access to All Tickets to Specific Contacts

CRM Ticket conditional logic doesn't work in HubSpot mobile app.

Mandate associations based on deal/ticket/custom object pipeline stage change

Option for NOT updating the ticket close date

Unify Inbox/Help Desk Comments and Ticket Notes

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