Great minds think alike

I think it would be useful if the Hubspot API could check email subject lines for ticket numbers and/or names, and if not already, associate them with the already existing ticket. This could be useful in the odd circumstance that emails relevant to a ticket, referencing the ticket number and/or name, are sent as a new email, rather than a reply to the original chain of emails. This would reduce ticket generation numbers, improving organisation statistics, as well as reducing potential confusion and work loads, as there would be fewer tickets to have to manually merge together, and risk of information that is relevant to a previously generated ticket being ...read more

https://knowledge.hubspot.com/integrations/install-and-use-hubspots-integration-with-jira?_ga=2.62111916.1205239150.1650557281-201369352.1650557281#:~:text=please%20note%3A%20notes%20and%20comments%20synced%20to%20jira%20will%20be%20created%20under%20the%20integration%20user%20regardless%20of%20who%20created%20the%20note%20in%20hubspot.%20   This is a MAJOR limitation for our team.  Not only do the developers not know who the note is coming from on the Support team, as a system admin I receive notifications for each note by default.  I can silence those for this specific Jira Board but this is really not ideal.      Notes and comments synced to Jira need to be created under the user who created the note in Hubspot, please! ...read more

Similar to this Idea it would be great to be able to highlight certain tickets by a color (e.g. Urgent Priority = Red Ticket etc.).    This way the support can easily identify which tickets they need to focus on first.   ...read more

When a ticket is moved from Closed status back to open, all the associated conversations (chats and emails) are re-opened and floods the Inbox. I can't imagine why this would be necessary since we can send an email to the contact directly in the ticket. There would be no reason to have a chat open back up since we can't reach out to the customer that way. It is confusing for other agents online and a hassle for me to now have to sift through our Inbox and manually close all these outdated conversations that have automatically opened. Fix: Keep closed conversations closed even if the ticket is re-opened. ...read more

Currently, it is only possible to associate one ticket to one company so if the ticket is associated to the child company - reporting will only pull in this company as being associated to the ticket. I can confirm showing child tickets under parent companies in reporting is not possible currently.  We would like to associate more than one company to a ticket or otherwise ensure that tickets submitted by a child company are also associated with the parent company.  ...read more

Currently the person that starts the conversation the only person associated with the ticket, but it would be helpful if everyone in the CC line was also associated with that Serivce Hub ticket. Sometimes an internal employee emails on behalf of a member and we want the member to be the one associated with the request/ticket/conversation.    Thank you! ...read more

I no longer see an option to mass remove contact associations on tickets. I noticed a change yesterday, 2/17/2022, and I utilize this feature often because it's a way in which I can control whom we send a survey to.     Previous functionality: 1. open a ticket 2. click on the +add link next to contacts here you would see a list of the associated contacts with an option to remove each contact.   This method was much easier than removing the contacts individually, each time receiving the confirmation prompt.    ...read more

PLEASE can Superscript and subscript options be added to email editing functionality?  We regularly refer to m2 and m3 inn emails to prospects and customers, and to tie in with our very strict brand guidelines, we need to be able to superscript the 2/3.   To be honest, I am surprised this isn't already a feature - so please let me know if I have missed something!   (Don't forget to upvote if you want this functionality too :)) ...read more

When merging 2 tickets, the resulting ticket gets a new ticket ID.  Previous ticket IDs are not searchable in any way post-merging, which is an issue when, for example, a customer has received one of the original IDs in a confirmation email.   The suggestion is to archive the original ticket IDs so that they remain on the resulting record and are searchable.  Ticket names are already archived in the activity feed when a merge occurs, and it would be great to add ticket ID to the same activity log:     1. Role/team who would benefit from the feature: Customer Support agents handling tickets with customer issues.  2. Their goal is to be able to merge related customer tickets while still being able to navigate to the current ticket based on original ticket IDs provided to customers. 3. This would save time otherwise spent manuall searching, improve user satisfaction, and improve end customer satisfaction. 4. This feature is partially present already through the Merge activity which retains the original ticket Names on the record - idea is to also include ticket ID here.   ...read more