We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agent had a ticket open or not.   Our support agents are aiming to work on ALL TICKETS queue, so they can help each other and meet our SLAs better.   Please see screenshot attached of other software allowing this feature, software is TradeGecko and Zendesk   ... Mehr anzeigen

Hello HubSpot Community   Unfortunately, it is not possible yet to change or delete certain contents of an ongoing email conversation when answering in HubSpot. This means, that for an example a forwarded email of a team member which contains certain internal information, this forwarded message and internal information can not be deleted as well as signatures or content, that is not necessary to have in your email answer to your customers.    Why would really appreciate this function though. What do you think about this feature? ... Mehr anzeigen

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. ... Mehr anzeigen

Currently, you can have a Support Form linked to your conversations inbox and automatically create a Service Ticket. The problem is that there's no way to see the form information from the ticket itself! :( The ticket ends up with no information from the form. ... Mehr anzeigen

Allow customers to log in and see their Ticket inbox, history, statuses, replies etc.   Ideally integrate this with Knowedge Base too. ... Mehr anzeigen

When a contact is enrolled into a workflow based on ticket triggers, and the workflow sends an email to the contact, the email shows on the contact record but does NOT show on the ticket record.   It doesn't appear there is even a filter on a ticket record's timeline that would allow you to toggle on/off marketing emails, suggesting these emails are not designed to show on tickets. I think the Ticket should show all information that was generated regarding any automated emails etc, inside the ticket. ... Mehr anzeigen

For: for ServiceHub and support issues. Goal: user centricity Value: more personalised experience for the user Examples: Users can respond directly to the automated support email from HubSpot and add additional information for their support requests.  (without additional new tickets being created)   It would be great if users were able to respond to automated support emails and add more information to their support requests.   Currently, you can set up automated emails using workflows (via marketing hub). However, if a user were to respond to a automated message then an additional new ticket is created. It would be good if the feature was directly enabled in ServiceHub and the conversations were threaded.  ... Mehr anzeigen

Would be incredibly useful to have a NEXT TICKET button next to the < TICKETS button that returns you to the ticket list. It's very slow and cumbersome to go back to the list just to get to the next ticket. Just let me click to the next one in the queue.   ... Mehr anzeigen

It would be really helpful to have a column for "Associated Deals" in the table view for TICKETS.   There is one for Associated Contacts & Companies...don't forget about the Deals. ... Mehr anzeigen