Great minds think alike

KSummers · ‎May 11, 2023

Our business create support tickets on a Conversations relating to support. It's the conversation we escalate as it's the primary location our support team work from. Just as email communications are logged against the ticket, Conversation comments should also be available as a note against the ticket which allows our users to search, as well as see a full history of the communications (internal and external) from the ticket view. Currently, users are searching in the main search bar of HubSpot, selecting a ticket, and then navigating to the Conversation. It's currently an unintuative workflow but perhaps we're using it wrong? p.s. there is also no way to create a workflow which copies the comment to the ticket for those who do use it this way.

SKasinski · ‎May 11, 2023

When working in the Service side of the system and there is a need to extract/export ticket data you are either restricted to the fields on the view or all fields. We need the ability to be able to select what properties to include in the export. This is needed because when you cannot shutoff properties because HubSpot will not allow that it's generating extra data non-essential to the export. Additionally, because you don't always want all the data AND reporting has a table field cap of 22 but you can have MORE than 22 properties needed, this would make life SO much simpler. It is needed

AMHix · ‎May 11, 2023

I have a client with 19 tickets. On the Ticket panel on side of the Company page, the Tickets display in the order by which they were associated with the record, not by which ones are Open. This causes a problem. It only shows 5 tickets. Since last month, the client has opened 6 tickets. Some of those have been closed, but the first ticket last month (ticket number 6) is still open, and does not appear in the view of 5. What would be better is if all OPEN tickets appeared on the side panel. And if that number exceeds 5, then either the number of tickets displayed increaese to the number of open tickets OR there is a flag that says "There are more open tickets, show more" or something to that effect.

aho94 · ‎May 11, 2023

Hi, it'd be in line with most other ticketing tools that the creator of a ticket also auto-follows it, ie. gets notificatons about updates made to said ticket - at least/especially when the creator is internal to the company using Hubspot (= not external customers). A typical use-case would be when using Hubspot Service Hub tickets for customer support, and one of your sales people gets a question from their customer that the support team should solve. The obvious solution is then for Sales to either forward a customer email thread to a Hubspot-connected support mailbox, which triggers automatic ticket creation, or manually create the ticket directly in Hubspot themselves. A salesperson would normally like to stay apprised of ticket progress through email notifications. But Hubspot only delivers notifications to the ticket owner (assignee) by default. Please add a simple option, preferably within the user preferences area: "Automatically follow tickets I create" - or something closely akin to that. Alternately, make it possible to automate this process. Currently, there's not usable property within tickets to allow creation of a workflow that sets the "Follow" option for the creator of a ticket - preferably with the ability to base it on one or more user names and/or teams.

maxclusterGmbH · ‎May 10, 2023

This idea regards the work with tickets. The workflows that open a ticket or set it to "waiting for contact" when responding to the customer should also be triggered when another thread is opened in a ticket. This is because we cannot control how a customer responds to a ticket. In many cases, the recipient may forward the mail in the ticket and a third party may respond or simply their response behavior may be different. The added value of this change is high because the current situation causes problems as it does not correspond to reality. Customers sometimes wait a long time for feedback because we rely on the workflow. This is very unsatisfactory for our customers and us.

mnyhart0 · ‎May 9, 2023

Give us the ability to make a property required based on the time it stays in a ticket status. Or another idea is to make a dependent-like field that if a ticket stays in a status of 'x' amount of time and then is moved to a different status, the dependent field kicks on based on the amount of time the ticket stayed in a status and the property must be filled out in order to move it to the status.

MBohn · ‎May 9, 2023

We would like to handle support for a software via the ticket system. The software is distributed by us, but we are not the manufacturer. If there is a bug in this software, we will receive several tickets about this problem in a short time. Now it would be nice to create a master ticket and attach all the others there. The attached tickets should then all be answered and stopped with the same message. As soon as the bug is fixed, the master ticket is closed and all other tickets are closed in the same way. So with the same text and the same process. Translated with www.DeepL.com/Translator (free version)

KMiller205 · ‎May 8, 2023

It would be really helpful to be able to view number of tickets associated with contacts as a filter/column. I know there's a workaround but it requires a Professional package.

NLange · ‎May 8, 2023

Hi @LL Is there an option to allow form submissions only for email addresses from a fixed list?

AHouts · ‎May 5, 2023

Would it be possible for a form submission to show up in the email tab of a Ticket? When a ticket is created through a form submission there isn't an easy way to respond to or forward this ticket via email. The customer support rep must: Start a thread email from scratch (including subject line and ticket details) or click through the correct template. They would need to do the same thing if they needed to forward this ticket to a team member that doesn't use Hubspot- such as our field technical team members. Plus, if there is an attachment that needs to be shared, the rep would need to download the file and upload it to the email. OR click over to the Conversation Inbox to reply or forward this ticket. This is a completely different interface and is cumbersome to jump back and forth from one interface to another just for this particular type of ticket. This isn't a problem if a ticket is created via a customer email because the email shows up in the ticket and the rep can easily click reply or forward directly from the ticket. I looked into using the Conversations Inbox instead, but it doesn't provide as robust filtering options as the Ticket tool- such as tickets assigned to me with a certain ticket category. It is more feasible for my team to use the Ticketing Hub to navigate through their assigned tickets.

Great minds think alike

Add Conversation comments to Support Ticket as a note

Ability to Select Fields Upon Ticket Export Needed

View Tickets related to Company

Ticket creator should follow ticket automatically, or make automation possible

Tickets should be opened when replying to a 2nd thread ID within a ticket

Create a feature on Ticket Status property requirements that is based on time in status

Master Tickets

Number of tickets associated to contact

Submissions only for email addresses from a fixed list

Easier email replies for tickets created by form submission / form submission in email tab of ticket

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