Great minds think alike

Siddhesh · ‎Jun 7, 2023

Hi team, We required support in auto-assigning the tickets to the available shift engineer We have created a workflow for the ticket assignment, but we have observed that we can only add one ticket owner to it. We have multiple engineers working for the support portal, So we want to assign the ticket directly to the available engineers present in the shift based on availability. For eg: There are 3 engineers working in one shift and a ticket comes, then let the ticket gets assigned to the engineer available out of the 3. Regards, Siddhesh Parab

MMusante · ‎Jun 3, 2023

As a support person who responds to tickets in a pipeline I have observed there is currently no way to get a notification for a new unassigned ticket that arrives in a pipeline. The goal is to have improved response time to customer inquiries that are handled as tickets and arrive into a support pipeline as unassigned. By getting notified, we can improve response times. I've spoken with customer support about this and there is no option available, even with a custom workflow for the specific unassigned state of a ticket, whereas there are many options for tickets which have already been assigned an owner. An example of the problem can be seen with pipelines that receive email from customers and a new ticket is created upon receipt. The resulting ticket gets created as New, Unassigned and there is no notification whatsoever that it's sitting there in the pipeline, waiting for a response. It requires someone keeping the page open and refreshing the page regularly to see that there is a new ticket waiting. This seems like a pretty glaring omission as someone who has worked on a helpdesk with several other products. Helpscout being the best example. To best resolve this, Hubspot should add a new notification option to the settings that allows for a user to receive a notification for new, unassigned tickets in any pipeline to which the user has access. This would include the same basic choices for email, push notification, desktop alerts, and teams bot notifications that are already available for tickets that are assigned to a ticket owner.

DBuescher · ‎Jun 2, 2023

I am hoping to implement functionality to limit the users available to be added to an email, to those contacts associated with the company. If you create an email from a ticket, it will auto-add the admin of the company, but when adding additional contacts, you are able to select any contact from any company, which poses a security risk if someone with the same name from the wrong company ends up on the email thread. This feature would be for any role that utilizes the email from ticket functionality. The goal would be to restrict the amount of available contacts for an email, to those associated with the company.

agaudian · ‎Jun 2, 2023

Currently, your search feature is lacking, to the point where it's almost unusable. If I search for let's say the word "Connection", there should be thousands of search results spanning multiple pages, but instead, I get just 30, with no indication of date and no pagination whatsoever, so I have to hope what I'm looking for is within those 30 results - If it's not, than it cannot be found. I really don't believe that this should be considered a feature request that needs consideration, but rather a flaw that needs fixing. Thanks for your time and I hope this gets addressed. All the best, Andy

MLiberato · ‎Jun 1, 2023

Hi team! submitting this idea on a user's behalf. When trying to edit the inbox the form is associated with, there is no option to change the inbox but deleting the form from the inbox and then turning on the form to include Ticket fields and then you have to add all the ticket fields as HubSpot will not keep the fields already saved. If the form has more ticket fields than contact or other object fields,, this makes the process very frustrating as there is no native way to change the inbox from the form settings or the inbox channels settings directly. Cloning the form is not a resolution, as the form will be associated to the existing inbox the original form was associated with. Thanks for looking into this.

DKingsley · ‎Jun 1, 2023

Currently, we use a pinned not to summarise what has happened during the open ticket, It would be nice to use Chat GPT to automatically do this for us.

BGodsey · ‎May 30, 2023

I have recently created several forms. Every time you submit the form it creates a ticket. I've edited the ticket properties to add in all the information required. The problem is they automatically list them in alpha order and there is no way to organize the ticket information in the order you want them so that the agent can easily work down the ticket instead of scanning up and down the information to get the next detail they need to move forward.

AgataFuśnik · ‎May 30, 2023

- moving the ticket to the other inbox results in the ticket being unassigned (no owner).

tgolb · ‎May 29, 2023

Any email forwarded to the service desk shows my email instead of the original client message. It would be much more valuable to ignore my email entirely and only display the original client email. Example: https://share.getcloudapp.com/X6u7xPbb

SSchram · ‎May 26, 2023

If a ticket is created manually it has 0 (zero) conversations associated with it. You can associate contacts, companies, tasks, notes..., but you can not associate a conversation. It would be nice if the right sidebar, where it shows zero conversations would have a "+add" hyperlink to add a conversation. There is currently no way for our company to create a new conversation about this ticket with the client. The client on the otherhand can see the ticket in the Customer Portal and can reply to the ticket which will start a new conversation, but we do not have that option (create a conversation associated with this ticket) from within the Hubspot platform. Who (what type of role or team) is the feature for? This feature would be for our team to start a conversation with a client associated with a manually created ticket. What is their goal? To add context and description to a manually added ticket when viewed in the Customer Client Portal. What value will this add? It will allow the client to see the initial comment from us (in their customer ticket portal) when we create a ticket manually for a client. Are there examples of other places or products who have this feature? In the Customer Ticket Portal the client can hit "Reply" and add a new conversation to the ticket. They can do this when they see a ticket we created manually and then they Reply and say "What is this ticket?" and then there is a new conversation that we can reply to, it would be nice if we could just say what it is about before they ask. Screenshots, pictures, drawings, process diagrams, are helpful.

Great minds think alike

Auto assignment of ticket to multiple engineers in the shift

New Unassigned Ticket Notification

Limiting contacts associated with a ticket

Add sorting and paging to search results

Change form inbox to a different inbox

Integrate Chat GPT to summarise tickets

pulling ticket properties in the order you want

moving the ticket to the other inbox results in the ticket being unassigned (no owner).

Show original message of forwarded email for tickets

Add a "Conversation" to a ticket created manually.

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