Great minds think alike

To see if we answered a chat or e-mail in the inbox, we fill in a comment, so we can see the difference. It would be very handy if this goes automatically or if we can put a color on it ourselves. preview of using the comments ...read more

Simillar to this idea (https://community.hubspot.com/t5/HubSpot-Ideas/Notification-Option-when-New-Unassigned-Tickets-Come-In/idi-p/203014).   We need a way to be notified when a contact replies to an open ticket, otherwise we have no way of knowing unless we keep HubSpot open all day long.   There is a workaround to use the Reply to Email Conversation notification, but that requires assigning the email conversation to yourself first.   Thanks! ...read more

We don't receive customer's automated emails such as out of office emails. We would like to receive them in the ticket were we have replied to the customer.  ...read more

When creating a new ticket, users are prompted to add timeline activity from [company and contact] to the ticket for the last x # of days. Currently it is defaulted to checked. We would like to see a setting that allows this to be unchecked by default.    As a company that sends 100% of our inbound and outbound emails from inside tickets, leaving this checked makes it difficult to locate the email associated to the ticket. We can uncheck it ticket create, but that is an extra step that can easily be missed. Also our inbound emails automatically create a ticket and this setting is "checked" in those instances. Please allow clients to uncheck or turn off this setting for all new tickets.      screenshot ...read more

Hello!   I'd like to have the ability to associate a ticket with multiple companies in Hubspot. Occasionally, tickets that we work on will impact a few different clients and it would be nice to designate this more generally, as opposed to a specific contact for each.   ...read more

We have run into an issue recently where an email from a customer was filtered into the spam inbox because the customer responded directly after another person on the email chain had their auto-response enabled. HubSpot won't let any ticket get created if the first response in a chain is an auto-response. Here's the scenario:    - Our support team sends out an email to 3 contacts at our customer together  - One of the contacts is out of the office and their auto-response comes back and this gets routed as spam  - Another contact in the chain replied later on with an actual question / response but it was also routed to spam and no ticket was created in our ticket pipeline. This happens because of the first response being an auto-response.    The feature request, which feels more like a bug fix request, is to have some logic in place that if the first response in a group email is from an auto-response, allow for a legit response to trigger the creation of a ticket and not get routed as spam as well.  ...read more

Add a feature to specify the order of CRM card of assocaited records depending on which record you are viewing them from.   The feature would need to be able to specify a field and the ordering,  so if  you select  a Date you could pick "newest to oldest", if a number "highest to lowest", or text field "alphabetic ascending".     ...read more

I created a submission form, which automatically generates tickets along with a ticket ID for customer support in the Service Hub. The generated ticket gets as a name the Subject field of the form, and it is not possible to add the ticket ID in the ticket name. When replying to a customer ticket by e-mail, the mail object is automatically getting the ticket name, again it is not possible to automatically add the ticket ID in the mail object. As customers will enter the same Subject at some point in the form, it would be really interesting to get the ticket ID in the ticket name and following discussions so that there would be no confusion with ticket names. Getting the ticket ID in the ticket name/following discussions is a basic function of ticket management systems. ...read more

If a deal or ticket is already associated with a company, pull the contacts associated with that company into the Associate Contacts screen, allowing the user to select from that list or add other contacts using the search bar. This would save time and hassle by eliminating the need to search your entire contacts list by exact name/email for the contacts associated with a company that you have already associated with the deal or ticket but still allow flexibility for the user to choose the specific contact(s) that should be associated with that particular deal. ...read more