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We are implementing Service Hub.  I started on the process of creating a workflow to fire off an email when a service ticket is submitted.  Also, we had planned on using email templates for responding to common issues, etc.  When I opened the Email Template builder, I found there was no Ticket properties available.     I'm assuming this is something that's planned/in progress already?  I guess I would expect all of your Service Hub users to require the email template functionality.  I actually submitted Support Ticket and was told to submit an Idea.  Seems like this is more of a major function than a simple idea.   ... Afficher plus

We have many customer use cases with Service Hub where we would like to be able to send automated emails, linked to a ticket, based on some criteria.  A few examples : - update / additional information on a ticket when moving to a certain stage in the pipeline - sending a recap of ticket information, especially when tickets are used for managing processes (onboarding, training, etc.) rather than "basic" customer service - reminder of an open / unsolved ticket (to the customer)   2 options are available now : - the basic "Ticket open" and "Ticket closed" automated emails, available with Service Pro - susbcribing an additional Marketing Pro, to be able to send additional emails. But in that case : the email may not be linked to the ticket, and the replies will not be included in the ticket. This is logic for a marketing email, but not for ticket management... - use sequences, that can be automated only with Service Enterprise, and are a bit odd for one-off emails   It looks like an important blind spot of the Service Hub (compared to other service tools), and a set of features where Hubspot is particularly strong and could get an edge on the market (workflows and automation features). Moreover, having to subscribe Marketing Pro is a huge ask and cost for customers that would be interested only in Service, or Sales+Service, that does not make much sense.   The solution could be to create a new "service automated" email type, available only on Service Pro and above, that would be triggered by a Ticket workflow, and whose answers would be included in the ticket. ... Afficher plus

I would welcome the ability to see tickets created vs tickets closed in a single report vs two separate reports. I want to have a bar chart of daily created vs daily closed to easily compare are we closing tickets out as fast as they are coming in. If anyone knows of a better way to do this that I just haven't been able to build please let me know. ... Afficher plus

If possible, we needed that the tickets time for closure were customizable as the date of closure. With the new metrics system of yours, when we close a ticket from yesterday with the date time of today, they turn out to be negative in the reports due that change. ... Afficher plus

It would be great to have a feature like Zendesk does - add in to outlook that allows to create a ticket straight from your own inbox (instead of forwarding the email to shared inbox) ... Afficher plus

Veo imprescindible para un buen servicio de atención al cliente poder mandar un correo OOO. El problema de Hubspot, es que no tiene la propiedad de hora por lo que, los tickets que se inscriben en un workflow de OOO no se basan en horario activo de oficina o no.   Gracias. ... Afficher plus

Keeping track of replies from customers is important (as your own support agrees on), going through each open ticket daily to check for customer replies is not  sufficient.        We need more triggers for the actions that move tickets between ticket stages in the ticket pipeline ("waiting on customer", "waiting on us", "closed", etc). I can see that the actions are there, but the triggers are missing. I want to make a workflow that goes as this;' trigger: "last event on ticket is a customer reply" -> action: "move ticket to status XXX" ', the actions are there but the triggers are missing. I think you are tracking last customer reply and last aget reply (becaus i can make an argument say "if last reply is 2 days ago..."), but its just not an option to make it so the trigger is "when last customer/aget reply", as far as i see its just possible to make the argument "reply is not yesterday/x days ago/" and so on - witch makes little sense when we are keeping a dialog with customers.   Cheers,  Magnus   ... Afficher plus

Hi! I was curious if you could add a feature that provides insights on who accesses the Customer Portal. We provided access to some clients, and we were wondering if we could have access to stats such as the last time they signed in, recent activity, etc.   Thanks! ... Afficher plus

It would be very useful to be able to see the Associated Company to a Ticket Card so that it can be viewed in Board View.  We have a lot of tickets (e.g. one is raised for each Request for Quote) so one way to easily identify them is to see the name of the company they are related to.   Thanks for considering. ... Afficher plus