Great minds think alike

Currently if you merge two tickets, they are combined into a new ticket with a new ticket ID.    Since we often communicate the ticket ID to our customers for reference, it would be much preferred if one of the original ticket IDs were kept, instead of creating a third new one. ...read more

My team spends all their time in Tickets, using the List view. However, every day when we log in Tickets show the Board view.   Please create a user level preference setting so users can select whether they want Tickets to start in List view or Board view ...read more

When looking at tickets in board view it's only possible to sort based on one property, I would like to be able to sort on multiple properties. Tickets in each stage should be possible to sort based on for example priority first and created date second (or any other properties).   Along with filters this would allow for a clear and complete overview of which tickets should be handled by whom and in what order. Work instuctions could then be as simple as working from left to right (stages) and top to bottom, rather than jumping between filters.     ...read more

It would be very useful if you could connect the customer portal (ticket system) to the knowledge base (if it is set to private), so when users registrer for the customer portal, they would also automatically get access to the knowledge base. As far as I can gather now, they are two seperate entities, and our customers would need to register twice to access both.  ...read more

It is very important that what hubspot comments in the academy really has congruence: the app is an extension of the CRM... and how it can be an effective extension if you cannot send an email associated in the ticket chronology? That is an obvious limitation! ...read more

It would be great to see the complete email thread when answering to a 1-to-1 emails from Records, for example, to have the possibility to add notes directly on the original email.      ...read more

We would like to have an option to customize CES survey to be able to change the scoring scale from 7 to just 3 options - to make it simpler & cearer for the submitter    Also, to have a filter within survey settings to exclude certain contacts from sending the survey base don th ecriteria is lifecycle stage and by manually adding the contact to exclusion list ...read more

Summary: It would be great pipelines could have a single, or at least default, reply email address for all tickets.   For example, we have pipeline A connected to the email account a@example.com and pipeline B connected to the email account b@example.com. When replying to a ticket in pipeline A, it would be nice if the reply email always defaulted to a@example.com (or even just the connected email account).   Reason: We have many pipelines and many email accounts - all internally tied 1:1. When replying to tickets in multiple pipelines daily, it is combersome/tedious/annoying/error prone to always have to check the reply email before sending that email. Currently, it appears that hubspot uses the most commonly used reply email or last used email. In the below example, you can see that when selecting the Email button for a ticket in project A, the email from project B is used (as I recently or most frequesntly send tickets from project B).  ...read more

It would be nice if there was a button that you click next to "Ticket Owner" that says "Assign to me" and that sets you as the owner and autosaves it as well.   It seems like something so little however over time it would save a bit of time. As it is right now, if you are taking a ticket from the unassigned queue, you have to click on the ticket owner, type your own name, hit enter or click on yourself, then save.   This would also be useful for those that use Deals and maybe for Companies or Contacts. ...read more