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Hey everyone,   The new Help Desk feature from HubSpot, currently in beta, is a fantastic initiative for streamlining the handling of incoming emails and chats by merging tickets and the conversation inbox into a single, more efficient channel.   However, based on the current beta requirements, it appears this feature will be restricted to paid Service seats, which we anticipate could become a significant issue for many users as not everyone involved in replying to tickets and conversations will have a paid Service seat. This leads to a disparity in experience and organization between the two types of users, which is far from ideal.   If HubSpot insists on implementing this as a paid seat feature, we strongly suggest providing an option to allow accounts to opt out of this new experience. This would help maintain a unified support experience for all our users. ... Mostrar más

I wanted to give some feedback on the new Help Desk function. First of all, let me say that it's a great addition and I appreciate the work that went into it. However, there doesn't seem to be much customization available for the layout. It would be helpful if we could customize the layout of the Help Desk view similar to how we can customize the ticket view.   One issue we're having is that in the Ticket view, we've customized the left sidebar to show certain sections only when specific criteria are met, such as the ticket category. Unfortunately, these additional sections aren't visible in the Help Desk view, which makes it difficult for us to use in certain situations. It would be great if this could be addressed in a future update.    ... Mostrar más

Gathering tickets at a company level is a must have. More and more of our customers are in multi-site environments, where tickets are managed by a super-user for all related companies. At present, the portal only allows to view tickets for the main company. Our customers need to be able to view in their portal all tickets from all companies grouped under a parent company. ... Mostrar más

If you want to edit the workflows on the Ticket Email Status Settings you have to clone them.   When cloning the workflow, using the 'Employer Management: Automatically change ticket status when an email is sent to a customer.' workflow as the example, the 'Last email date is known' re-enrollement trigger is not copied over and this cannot be added manually.   Can this be updated so the re-enrollment trigger carries across to the cloned workflow?   Original Workflow:   Cloned Workflow:   ... Mostrar más

The desired behavior is for any emails sent to a customer from a ticket should have all replies from that customer threaded to the same ticket.   When I spoke to Hubspot support on this issue, they said the message ID was determined by the original email address that created the ticket, and cannot be included in the message to maintain proper email association to the ticket.      The issue we are running into is the following: ticket is created from an automated process that is sent from a system address, ex: service@ the ticket includes the contact and or company associated with it staff replies to the contact through the ticket from their support@ address, replying to the associated contact's email directly the contact replies from their email to the support@ address a new ticket is created rather than threading the reply to the original ticket.   Hubspot support has said this is due to the replying email address not matching the original email that created the ticket.     New tickets may be created due to a change in email address, or an edit to the email subject line.   It would be great to have a way to either embed the ticket id or have a way to ensure the replies recieved from an email sent to a contact associated in the ticket, are threaded to the same ticket (regardless of header changes), rather than create a new ticket.  ... Mostrar más

Currently, across ticket and deal pipelines, you are able to enforce a required property to be assigned a value before the ticket/deal is able to be moved into a status/stage. However, it would be great if we could set a required specified value instead of just any value to be accepted. For example, "Number of associated deals" must be greater than or equal to 1 in order for the ticket to be moved to "Closed" status. ... Mostrar más

Hello,   It would be beneficial to be able to have the ability to set the first time to respond and time to close tickets in working business hours.  Currently, when generating reports for the average time to first response or average time to close, it takes into account nights and weekends vs. actual business hours.   When creating workflows within HubSpot, there is the ability to adjust to business hours (as shown below), it would be an enormous benefit to be able to have this similar feature when responding to tickets etc. to be able to report accurately.       Also tried playing around with SLA's, but within the reporting it also doesn't provide this property, the only reporting properties available are SLA status and SLA date.   Best, Ellen ... Mostrar más

It would be really useful to have a Ticket Change History report in Service Analytics - similar to the Deal Change History report currently available in Sales Analytics.   We need the ability to report on tickets that have been moved backwards through the ticket statuses.   For context we have an internal ticket process, sometimes tickets have to be moved back to an earlier status and then go through a review process (defined by their status) again before closing. The internal team need to be able to report on how many tickets get moved back and so I have had to create multiple individual custom reports, which is far from ideal or 'reader friendly',  that show where a ticket is (for example): 1. Ticket at Status A - but has ever been at Status B,C, D   2. Ticket at Status B - but has ever been at Status C, D and so on.   The Deal Change History is report is a great example of how this could look for Tickets. ... Mostrar más

We have SLAs with customers that we respond during business hours and during weekdays within a certain time period. It would be greate if the Time to Close and the Time to First Reply KPIs could have an option that they are calculated based on business hours.   E.g. If a ticket is opened on Thursday and closed on Monday, then the time to close would be 3 days (since Saturday and Sunday are not counted given they are the Weekend). ... Mostrar más