Great minds think alike

Understand that personalization tokens currently do not work if there are associations with multiple objects on the record from which the snippet was created within (i.e. Ticket/Company/Contact - in my use case it would be a ticket, where a user would be trying to log a call with a specific contact).    However, is it possible for personalization tokens in the snippet to work based on the actual associations in the ticket's activity record (E.g. Call Log), rather than from the record (i.e. Ticket/Company/Contact) itself?    Especially for tickets - we likely will have many contacts associated with a specific ticket as we try to resolve it.   Note: There is a workaround - which is to go back to the specific Contact record, log an activity from there, and then manually associate a ticket with the log after the personalization tokens have been updated. But this takes my users away from the ticket itself. ...read more

Hello,   We use tickets to interact with our customers (we prefer this over the inbox view). I came across this a bunch of times, where colleagues would tell me they don't see the attachment that the customer said they attached. When I look into it I see that they have to expand the email and go all the way to the bottom of the email thread to find the attachment. I think it would be beneficial if attachments appear at the top of these conversations so we don't have to look for them like this.   Conversations can be very long sometimes, and when there are multiple attachments associated with one ticket and the file names are similar (which happens a lot) it's almost impossible to find the correct attachment on the right sidebar. ...read more

When you click into the Ticket Owner field, the first name in the dropdown is always the same user. Let's call this user John. For our account, John is not involved in addressing tickets but is always the first person listed no matter what. John constantly receives notifications that tickets have been incorrectly assigned to him because people will click into the field and accidentally hit enter before choosing the correct owner.   It would make more sense to have the current user's name appear first on the drop-down. That way, if you click into the field and hit enter, it populates your own name instead of the random person that happens to be the first on the list. This would also save our reps a lot of time since they will be able to just hit enter instead of typing out their names each time.   It would also be nice to limit the options for Ticket Owner. If a ticket is assigned to a certain HubSpot Team, it would be useful to limit the dropdown to only show the members of that team. ...read more

Goal: Easy access to creating a ticket in Hubspot from an outside service/system.   Idea: We would like a way to tie other systems into HubSpot and create tickets from a link, so this would allow an HS user to create a link with URL parameters that could customize and pre-fill data in the ticket. A link could then be created that made a new ticket that was titled, linked to a contact record, etc.      Who: Any licensed HubSpot user.     ...read more

Given the service where the number of conversations are limited, it would be a good idea to be efficient and not close conversations the very first moment that a ticket (with that conversation associated) is closed.  ...read more

Would be great to visually track different characteristics of tickets through colour-coded tags, the same way we can now add colour-coded tags to deals in the deal pipeline. ...read more

It would be great to have the option to create custom forwarding rules so that not every forwarded email creates a ticket based on the original sender. When my clients forward an email, I want a ticket to be created and assigned to the individual forwarding the email. But when I, or my team, forward an email, I want a ticket created based on the original sender.  ...read more

It would be great to be able to customise the conversations inbox UI as per the rest of Hubspot. In particular, the data insights panel at the top of the main conversation view is a waste of real estate at the moment.   Being able to choose which properties to show here (see image) would be invaluable.     ...read more

this idea impacts the teams who receive pretty long forms, like for a repair request, where you need to provide a lot of meaningful informations, and have them all available at a glance. It will definitely help the ease of research of properties, especially in realities where the crm is used to track the repair process of an item, who goes through various phases, and different teams are involved in the whole.   Here below you can find an example of it.     ...read more