Gute Ideen sollten geteilt werden

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). ... Mehr anzeigen

It would be excellent to have the ability to report on a "time between" calculated property that permits the exclusion of weekends or certain dates and times. For example, for the HubSpot default ticket property "Time to close," it would be ideal to have the ability to edit this property OR create a custom calculated property that permits you to not include weekends. That way you could report on the days that passed between ticket creation and ticket closure in which your reps were scheduled to be actively working on the tickets. ... Mehr anzeigen

Breaking apart from this, 2 part idea: https://community.hubspot.com/t5/HubSpot-Ideas/Pipeline-specific-Default-Deal-Properties/idi-p/12943  HubSpot should allow admins to define a different set of required properties based on the pipeline a deal or ticket is created in. This will help ensure tha tthe correct data is being added to the CRM.  Example:  For deals created in pipeline A - require "deal amount" to be populated For deals created in pipeline B - require "local currency" to be populated ... Mehr anzeigen

It would be nice to have the option to add extra filters in the customer portal. Right now you only have the chance to filter by ticket stage.  A table with the ability to filter by Last Activity and Create Date would be a start.   Having the ability to further customize the portal with additional ticket properties would be even better! ... Mehr anzeigen

In workflows it is possible to display the activity log for a specific time. However, it would be desirable and much more practical if the activity log could be activated according to the various categories. For example, we only want the activity log for meetings. However, as far as I know, this is not possible because the activity log is then switched on for all categories (tasks, calls, mails, etc.) which automatically causes unintentionally actions in some of our processes. ... Mehr anzeigen

We really need a way to report on how long a ticket is spending at a particular status before progressing to the next step. I honnestly thought this was part of the functionality I was paying for with Service Pro. The ability to easily see where the bottle necks in our process are is critical to our service improvement. I can see that the time between function now exists for deals, but it does not appear to be applicable to ticket stages nor can I find a work around.   I know that the data is collected as you can see in individual tickets the history of the ticket status by clicking on the property, but there still seems to be no way to access this in reports or contact filtering. ... Mehr anzeigen

Currently, if you schedule a response to a ticket, it will send as a separate email. When the user responds, it creates a second ticket. This should not be the case. ... Mehr anzeigen

Allow customers to log in and see their Ticket inbox, history, statuses, replies etc.   Ideally integrate this with Knowedge Base too. ... Mehr anzeigen

When we respond to a ticket created by e-mail, the object is automatically completed with the name of the ticket. But when we respond to a ticket created by form, the object is not automatically set. That also could be great to be able to set a default value in the mail object. For exemple, for a response to any ticket : Mail object = "Beetween Support - Ticket name" ... Mehr anzeigen