Great minds think alike

Our Support team is struggling with the fact that we often have tickets that actually consist of two separate issues, or customers who 6 months after a ticket has been closed decide to just reply to that particular ticket to ask a -totally unrelated- question. This reopens the ticket, which can obviously be closed again, but the part with the new ticket should now be copied to a new ticket.   So I think it would be nice if you could be able to somewhere in the email thread you can split off into a new ticket. ...read more

Our organization utilizes the auto create ticket for new email messages to help manage trends and reporting. While there are some canned reports for live chats, it is difficult to gleam WHY clients are chatting. To help rectify that, for now I have a ticket opened/closed per chat conversation.    I would love to see a setting that would allow the Service Hub to auto create a ticket per chat conversation. I can then utilize custom fields for my reporting needs and ensure 100% of our chats are logged via tickets.  ...read more

Issue: Tickets Owner and associated Conversation Assignee are not linked.   Use Case: Our support team rotates who is on call. Whoever is on call during a specified period of time will answer incoming client issues for that period. To facilitate this, we have the Conversations Inbox set to unassigned for new incoming messages. We also have it set to automatically create new tickets, which also have the ticket owner as unassigned. If a support rep claims a Ticket they set themselves as the owner, BUT the associated Conversation is still shown as unassigned.   As a result it diminishes our team's ability to work out of both the Ticket and Conversation areas concurrently, as ownership of something in one area is not reflected in the other. This reduces the usefulness of the Conversations Inbox.   Solution: When an unowned Ticket (automatically created from a new Conversation) has it's owner set, also assign the associated Conversation to the same user. ...read more

Currently, according to this KB article, there are certain set rules for activity associations:  Generally, activities logged on a contact record will be automatically associated to the record's associated company and the associated five most recent open deals.  Generally, activities logged on a company record will be automatically associated to the record's associated five most recent open deals. Generally, activities logged on a deal record will be automatically associated to the record's associated company. Generally, activities logged on a ticket record will be automatically associated to the record's associated company. There are a few exceptions to the above. For example, an exception is that emails sent and calls made from any object record will also be associated to the relevant contacts that were being emailed or called.   These rules are not very intuitive for many users. For example, see this thread https://community.hubspot.com/t5/CRM/Associating-contact-activity-to-specific-deals/m-p/308086#M117127   It would be awesome if we could have a toggle that allows users to be able to toggle automatic association of all activities for the associated contact/ company, or specific associated deals/ tickets. ...read more

Hello 🙂   I use a lot of average options for statistics, but in our case, they are largely skewed due to accidental situations.   It would be great to be able to choose the median time to reply, the median time to close etc instead of average - it would help us to eliminate one-time situations affecting the vision of daily results.  ...read more

I know that Hubspot is not currently supporting this functionality, but it will help a lot to manually start a ticket from incoming email (not via workflow, but via Gmail extension) or  from Slack, similarly to what you have for creating a new 'Task'. ...read more

Our Customer Service Team uses a Shared Conversations Inbox.... They create tickets from emails and close out the emails in the inbox once a ticket is created - the inbox then reflects only 'unworked' emails.   When using the conversations Inbox it would be great if an email automatically closes (removed from the inbox) when a ticket is created....  I know it is currently only one click to manually close off an email but it would ensure that every email that has a ticket logged against it would no longer be in the Conversations Inbox... saving the team time in trawling emails that actually already have a ticket logged against it and don't need repeated viewing in the shared inbox. ...read more

Would love to be able to customize the ticket board view. It would be helpful to choose properties to have in quick view versus clicking into. ...read more

We need the ability to have a default email "From" setting when replying in Conversations and Tickets.   Currently: It defaults to the user's email and they need to select the drop down in the from line to change to the team email. They have to do this every time and if they forget, they take a conversation or ticket from the support team email and send it from their personal. Our customers begin to get very confused.    Change: If we can set defaults for the conversations/tickets/pipelines to say that anyone responding from the specific conversations/tickets/pipelines the email response will default coming from the team email. If a user needs to respond in a 1-1 (personal email) that they would need to change. The default should be the team email as that is where the communication is originating.  ...read more