Great minds think alike

When a client sends in an email a case is created. Within that case there is no option to create mandatory fields. However, if a case is created within HS using the "Create Ticket" option you can designate mandatory fields. Our recommendation is to allow the creation of mandatory fields irrespective of case origin. ...read more

Currently in the support hub you can toggle for everyone having access to all company tickets or not. It would be ideal if we could allow specifc contacts access to all of their company tickets instead of allowing it for everyone or no one. ...read more

Poder copiar tablas en el cuerpo del email al responder a un ticket en la bandeja de entrada. ...read more

Mostrar en propiedad propietario de ticket solo los usuarios que usan tickets, no todos los usuarios de la organización. ...read more

Hi,  for all the tickets we create We'd like to follow the customized ticket ID not the ID assigned by Hubspot. ...read more

I was very excited to see the new Help Desk feature then I got into using it. The very first thing I tried to led to, what is in my opinion, a major issue related to the default views and users with paid service seats. The current default views are setup that anyone with a paid service seat has the ability to view "All Open". This view is for ALL open tickets in Service Hub. The permissions that manage the views and access in pipelines/teams/user permissions do not extend to the Help Desk feature.    We have multiple teams, parent and children, each with indivdiual user permissions that limit their access to only tickets related to their teams. While this feature would be great for letting them see all the tickets related to their teams in one view plus adding workflow to channel tickets to the best agent, we do not want them to see all tickets. This negates our ability to utilize the feature at all.  ...read more

1. Native WhatsApp Engagement Chatflows / Chat Bot / Workflows Use the current Chatflows feature and add a new function to select which channel this Chatflow will be using, either Website Chat Bot (Current), WhatsApp, or any channel connected.   2. Workflows for Conversations > Inbox > Message 2.1 Send WhatsApp-approved Message Templates Create a Workflow that triggers when a new inbox engagement is received via WhatsApp or any channel and filter it based on the message to send the corresponding WhatsApp-approved Message Template. 2.2 Create a Ticket then Send WhatsApp-approved Message Templates Create a Workflow that triggers when a new inbox engagement is received via WhatsApp or any channel to automatically create a Ticket and then send the corresponding WhatsApp-approved Message Template based on Ticket details.   Hopefully, one of the these days, one of this feature will get implemented.   Feel free to comment your suggestions regarding WhatsApp Chat Bot.   Upvote, so developer can notice us! Thank you. ...read more

From the index view on any object type, we can check boxes to select multiple records and a Bulk Actions menu appears:   Please add the ability to "Bulk Associate" records to this menu.   This should honor the association settings and limits defined on the object settings. For example, if Ticket associations are not enabled, the option to associate a Ticket record won't appear.    Or if there is a finite number of maximum associated records, it would prevent the user from exceeding it via the Bulk Associate action.   It would be even better to set Association Labels in this same manner or remove associations entirely.     ...read more

As Jira projects have different requirements, it would be good to have the possibility to customise the fields within HS when creating Jira so that Jira and HS can sync. At the moment the fields are static and therefore it isn't possible to use the Jira sync. ...read more