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Hello,   Currently the customer portal doesn't allow customers to add CC's in tickets. This would be needed quite urgently for our company to take the Customer portal in use in full scale.   Only way for customers to add cc's on tickets is by adding them through the email.   Best regards, Artturi Toikka Mapvision Ltd ... Mostrar más

Currently there's no easy way to see all the tickets connected to a contact from the ticket view in help desk. This would be helpful in:    1) identifying related/past issues 2) identifying duplicates created from new threads ... Mostrar más

Currently no mails from a ticket are shown in the activity feed of a company when the company has been associated after the ticket has been created. This is not a good UX since I always need to open the different tickets to see what is going on. As a user I expect the mails to show in the company's activity feed once I associated it to the ticket. ... Mostrar más

Since everyone is looking to move from conversation inbox to Help Desk, I think it would be better if you add the button Compose to send emails directly outside without creating a ticket first. ... Mostrar más

With the recent expansion of associations in HubSpot (same object association, many-to-one associations, association labels, etc) it would be great if we could allow for a set association with an association label when creating an object.   This would be done via customising the "Create a record" form, under "Associations". Instead of just one association per object type, allow for multiple per object association label.   Example: Edit the "Create a deal" form. Under associations, you see two entries for the Company association. One is Primary company as usual, but then underneath you have Partner company, Partner being an association label that has been set up, either optional or mandatory.   Now when creating a deal, I must select the Primary company, but I also can/must select a Partner company.   This feature would be great for teams/users who input data into HubSpot. By allowing the option to be set to mandatory, it also improves data robustness.    Currently, we have no way to ensure that association labels are actually used. At our business we have internal processes that should be followed, but people forget to follow the process. This can lead to records that don't have all the correct information, which then leads to manually having to check records are correct.   Example image:   ... Mostrar más

Currently, the 'time to close' ticket property is measured using the ticket properties 'create date' and 'close date'. It would be great if we had the option to report on 'time to close' using the 'owner assigned date' and 'close date' properties instead of only the 'create date' property.  ... Mostrar más

Currenttly the email field on a ticket in the new HelpDesk is not automatically populated when you compose a new email to the contact associated meaning you have to copy the email address from the contact property and paste the email address before using a email template. It would be great if this field automatically populated to improve efficiencies.   ... Mostrar más

In our company, we have completely adopted HubSpot Help Desk.  With that, I have many different teams that are both external and internal facing.  We have found the default views can be distracting and entice people to stray from their team's tickets and poke around in other team's tickets.  This includes seeing internal onboarding and offboarding requests, sensitive financial cases, etc.  Not everyone needs to see everything.    It would be beneficial to have the ability to hide or restrict the following categories:  Unassigned All Open All Closed Additionally, the ability to collapse the entire top section (not just the sent and spam categories) would free up space on the screen. Specifically if using mostly private and shared views.    Thanks for the consideration!     ... Mostrar más

UPDATE 4/17/24: This has been fixed!  ________________________________   I was told to come here to drop in an idea/request. Could you please fix the new Help Desk beta so people without a service seat can still "view, edit, and respond to tickets from the Tickets index page"? The graphic says our users without a seat should be able to do that, but currently they can't. Ever since I moved our channels and conversations to Help Desk, only our seven paid seats can respond to tickets. I don't think this was the intention.   Thanks, Robyn   ... Mostrar más