クリエイティブな才能を開花させよう

MrD · ‎7 19, 2023

We use HubSpot for managing support tickets and we use Notes and Comments on Notes for internal communication about the tickets. The Comments added to Notes are way too easy to overlook and agents are missing important information. There should be a way to make the Comments more visible. At least have the Comments start out as visible and then the agent can minimize them, rather than the reverse. We're getting around this by making sure Comment notifications are turned on, then using email filters to forward the notification email to Slack. It's an ugly workaround, but helps solve the issue.

SunnyH · ‎2 1, 2023

It would be really helpful to be able to display the 'Notes' in a colour of your choice so they easily stand out from email chains.

SunnyH · ‎2 1, 2023

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

MMonteiro · ‎5 13, 2022

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.

KAbram · ‎6 21, 2021

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.

BryceChee · ‎9 29, 2021

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!

bcarter · ‎3 18, 2020

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.

jvandriesche · ‎12 3, 2020

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.

mslade · ‎6 9, 2021

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.

CGoodwinOlsen · ‎1 6, 2022

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.

クリエイティブな才能を開花させよう

Comments on Notes are too easily missed

Notes on tickets

Organisation Name on ticket view

Customer Portal - Ticket status and notifications

Set Operational Hours in Service

Allow displayed card properties to be customised per pipeline

Auto-Reply to Incoming Emails

Add option to automate "create date" in Tickets

Enable New Service Ticket and New Deal Ticket Field Customization By Pipeline Type

Archiving Ticket IDs when merging tickets

実装済み

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