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Currently you can only create up to 10 tags per object. I understand the logic of limiting them (tags become meaningless when you have dozens of them), however we have different tags based on which pipeline they're created for, and the 10 tag limit is problematic.   Please consider changing this to 10 per pipeline, at least, especially  because the tool already lets you differentiate when you are creating them if it should be applied to all pipelines or only for specific pipelines.  ... Exibir mais

Who (what type of role or team) is the feature for? Service Hub Employees and Sales Hub Employees, generally people who work with associated objects on a daily basis.   What is their goal? The goal is to quickly find an associated Ticket that belongs in their respective pipeline.   What value will this add? This would increase the productivity of each employee working with associated objects on a daily basis and therefore reduce the time spent searching for the right object.   Are there examples of other places or products who have this feature? If I manually add a Ticket to an Object I have the possibility to sort the associated Tickets by "recently added", "recently changed", "recent Activity" and "From A to Z by name". What I would like to see ist "Sort by Pipeline" or "Filter by Pipeline". Therefore the employee can quickly and easily find the respective Ticket.   Screenshots, pictures, drawings, process diagrams, are helpful. This is possible now, but now enough for our usecase: We would love to see the possibility to sort and or filter for the Pipeline of the associated Ticket in an object. ... Exibir mais

Description: The current functionality within HubSpot allows any user to be mentioned in tickets and notes regardless of their availability. This feature request aims to introduce an enhancement that addresses the scenario where a user is mentioned (e.g., using the @ function) while they are on extended leave, such as a vacation, and thus unavailable to respond or take action. The lack of visibility into a user's availability before mentioning them can lead to inefficiencies and delayed responses in handling customer queries and internal communications. Proposed Solution: Out of Office Indicator: Introduce an "Out of Office" status that users can enable when they are not available. This status should be visible to others when they attempt to mention the user in a ticket or note. Mentioning Mechanism Enhancement: When an attempt is made to mention a user who has marked themselves as "Out of Office," the system should display a prompt or warning indicating the user's unavailability. This will inform the mentioning party that the user is currently out of office and may not respond promptly. Optional Mention Disablement: Provide an option to disable mentioning for users who are marked as "Out of Office," either automatically based on the status or through a manual setting that the unavailable user can enable before going on leave. Visibility and Accessibility: Ensure that the "Out of Office" status and any warnings or prompts related to it are easily visible and understandable within the user interface to prevent any confusion or oversight. Use Case: This feature is particularly useful in scenarios where team members are collaborating on tickets and notes within HubSpot. For example, if a user needs to mention a colleague for input or action on a ticket but the colleague is on a two-week vacation, the current system does not provide any indication of the colleague's unavailability. The proposed enhancement would alert the user at the point of mention, allowing them to make an informed decision about how to proceed. Benefits: Improved Communication Efficiency: By providing clear visibility into a user's availability, team members can make more informed decisions about whom to mention and expect a response from. Reduced Response Delays: Preventing mentions of unavailable users can help redirect queries and tasks to active team members, reducing wait times and improving customer service. Enhanced User Experience: The feature adds a layer of intuitiveness and consideration to the user interface, acknowledging the dynamics of team availability and the need for flexibility in communications. ... Exibir mais

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.    ... Exibir mais

As it stands now the default Ticket Status is not editable, neither fields nor type of property can be changed. This may be something specific to the system that I do not understand but as a company we need the Ticket Status to be editable so we can customize these fields.    It would be great if it could be a multiple checkbox as a ticket can have multiple statuses which helps with tracking, and it would be great if we could define the statuses ourselves instead of being limited to the ones provided by hubspot.    Without this feature the forms look weird as I now have Ticket Status, and Current Status to accomplish this, which may be confusing for some of our users. Lastly if that is not doable for some reason, then atleast being able to remove it from the form properties would allow us to create our custom field and "retire" Ticket Status. ... Exibir mais

Hello Team,   We migrated / move all our old Freshdesk tickets into HubSpot. But here only initial ticket descriptions are showing in HubSpot entire tickets conversations chain is not showing. We want all our Freshdesk customer tickets conversations in HubSpot. I checked with your support team about this but as per them currently this is not possible. But these customer ticket conversations are very important to us. Please provide the any solution for this, so, we can see all the entire conversations chain in HubSpot.     Regards, Mahendra Patil Snic Solutions   ... Exibir mais

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. ... Exibir mais

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:   ... Exibir mais

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. ... Exibir mais