Great minds think alike

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

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). ...read more

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 ...read more

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. ...read more

The ability to have a global setting in which we could set working hours for our support team who is using ServiceHub. This would allow us to drive workflows and autoresponders for tickets and conversations submitted outside of working hours. It would also allow us to obtain a higher degree of accuracy for our analytics. Example: Average Time to Respond Over Time, Average Time to Close, Average Time to Respond all are taking into account the weekend. We need the ability to pull the tickets that are submitted over the weekend or holidays (outside working ours) to start the time attributed to that ticket once we are inside of working hours. Example: working hours are M-F 8am-5pm. A ticket is submitted at 7:30pm on Friday. The counters on that ticket should not start until 8am on Monday when our team is back working again. Currently, we have data that is showing subpar response times.   ...read more

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. ...read more

I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket.    As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelated issue to the end of ticket that was previously closed.   There is currently no way in hubspot to avoid this or prevent this from happening today.  Regardless of how long a ticket is closed it will always reopen when an email is received that is related to that ticket.  To say this is unfortunate is an understatement.   Zendesk has the concept of an archived ticket.  Once a ticket is in a closed state for a configurable period of time, the ticket is archived.  This archived state  does not remove the ticket from the system, it puts it into a sort of read only state that; Will not reopen with an email response Cannot be reopened manually Cannot be edited. Zendesk provides the option to create a follow up ticket that references the archived ticket.  This new ticket will have a link to the old ticket and does have a true link at a reporting level to the old ticket.   So what is the suggestion I am making? Add a reopened state for tickets that were previously closed and reopened as a result of some action. Add a reporting field that has the following attributes, reopened source (manual, email response, workflow action) Add a property to indicate the reopen time. Add a status that is systemically assigned based on the ticket being in a closed state for some configurable period of time. example 5 days. For 5 days after a ticket is closed, the ticket can be manually reopened or be reopened due to a workflow action (receipt of an email or call associated with that ticket) Tickets that are reopened should be in a reopened state or have some attribute data to indicate that the ticket was closed and was reopened during the 5 day interval. Tickets that are not reopened within the 5 days will enter an archived state.  These tickets are closed, can be reported on, can be referenced, and  be the basis of follow up tickets.  But they cannot be reopened and they cannot be edited. I am certain that there are other customers who would benefit from this type of option.   Thank you... ~James   ...read more

Whilst the Ticket system is useful, when you have 150-200 tickets in varying pipelines within ServiceHub can be confusing when searching for a particular ticket.   It would be immensly valuable to include the Ticket ID to all subsequent emails from that initial customer contact within the subject lines. Regardless of whether we contact the customer or the customer contacts us through the same ticket thread.   It would also be useful for the customer to be able to'mention' the ticket id in their subject line, so that if they can't find the original email thread in their inbox they can email but still include everything involving the same query in the one ticket thread. Rather than start a new ticket for a query that is already open.   If this can be set up as a property within settings in HubSpot so that you can choose as a HubSpot customer whether you set it up as part of a pipeline. This would be fab!   This would enable us to quickly track queries, and reply to clients with relevant responses much faster.    The current ticket system we are using alongside HubSpot called FogBugz allows both the features above. Across all roles. ...read more

We work with several different pipelines of HubSpot service tickets.  We would like to set the default for displayed ticket properties based on the pipeline we're working with.  For instance, we want to see our custom "Serial Number" field in our RMA pipeline, but we don't need to see that field on the ticket for our "Enhancement Request" pipeline. ...read more