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It would be really helpful if the main ticket view could display the company/organisation name. ... Mostrar más

I would like to have more status options or being able to customize the status for the tickets. Currently only "open" and "closed" are available when my client look at the portal on their side.   In line with that feature, when I change the status of the ticket, my client should receive a notification that the status of the ticket was changed. These are very basic implementations that make a big difference in the quality and transparency of the communication. The other day I closed a ticket after telling the customer on the phone that the problem was solved but he probably forgot our phone talk and was still upset that the ticket was closed without his consent.    ... Mostrar más

It would be very useful to be able to set operational hours  - ie what hours the service desk operates. This would allow us to better manage our SLAs with clients. For example we aim to respond to all New tickets within 4 hours - we don't want to count weekends or evenings but this isn't currenty possible. So a ticket could have been open 10 hours because it came in overnight but still within SLAs. Or a way to show this in reports would also be useful. ... Mostrar más

I think most of y'all who've set up ticket/deal pipelines know the pain of not being able to easily identify cards that are important to them.   However, the properties that we can show on cards apply to all pipelines, and that's pretty hard for teams to set up things to help prioritize and work on cards appropriately.   Hope this is possible in the future! ... Mostrar más

Desired Outcome:   1. Have the global search bar also query for any content within the emails contained within a ticket and return "best match" results   Current Problem Statements:   1. While global search can query for subject lines (ticket names), when using the global search bar and copying text from the body or content of emails within a ticket, nothing returns accurately to find that specific ticket   2. Our team has a hard time finding the tickets when specific things were referenced with a merchant, especially when either a) there are many outstanding or recent tickets with a Company and/or b) the ticket we're trying to search for/identify have already been closed   3. It is cumbersome and often ineffective to search by all tickets tied to a particular Company or Contact to read multiple emails to find the specific example of text we're alluding to   Illustrative Example:   1. When you search in Gmail, it will return any matching text from the content of emails themselves or in the subject lines)   a. You can also use boolean search to more narrowly target -- this would be helpful, too! ... Mostrar más

Surprised HuSpot does not have an auto reply function.   Can obviously do from our email client, but would be great to have the ability to do it within HubSpot - eg in a Sequence to reply to all incoming emails with "we'll get back to you soon" type content. ... Mostrar más

Please add an option that would auto-apply a Create Date of today's date to all tickets, such that, when a ticket is created, today's date is applied as the default without the user having to choose the date.  The user could then override the default if needed.   The reason is that we almost always select "Today" as the create date for a ticket, and it would save a step if this were done automatically. ... Mostrar más

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.   ... Mostrar más

This feature would benefit all service ticket and sales deal craeators.   The Goal:  It should be possible to customize what properties are initially shown to a user creating a new service ticket or deal based on the pipeline they select.  If this is not added, the tickets become confusing to fill out and users who are not familiar with all kinds of tickets will not understand which fields are required for a particular ticket.  Have global customization only severely limits the types of activities that can be tracked by tickets.   Ticket entry will become simple because only required fields will be revealed to the user rather than all potential fields for all ticket types/pipeline (even those unrelated to the selected pipeline).  We would like certain fields to become hidden depending on what pipeline/ticket type I choose.     ... Mostrar más