Great minds think alike

Currently, we use a pinned not to summarise what has happened during the open ticket, It would be nice to use Chat GPT to automatically do this for us. ...read more

I have recently created several forms. Every time you submit the form it creates a ticket.  I've edited the ticket properties to add in all the information required.  The problem is they automatically list them in alpha order and there is no way to organize the ticket information in the order you want them so that the agent can easily work down the ticket instead of scanning up and down the information to get the next detail they need to move forward. ...read more

- moving the ticket to the other inbox results in the ticket being unassigned (no owner). ...read more

Any email forwarded to the service desk shows my email instead of the original client message. It would be much more valuable to ignore my email entirely and only display the original client email.   Example: https://share.getcloudapp.com/X6u7xPbb ...read more

If a ticket is created manually it has 0 (zero) conversations associated with it.  You can associate contacts, companies, tasks, notes..., but you can not associate a conversation.  It would be nice if the right sidebar, where it shows zero conversations would have a "+add" hyperlink to add a conversation.  There is currently no way for our company to create a new conversation about this ticket with the client.   The client on the otherhand can see the ticket in the Customer Portal and can reply to the ticket which will start a new conversation, but we do not have that option (create a conversation associated with this ticket) from within the Hubspot platform.     Who (what type of role or team) is the feature for? This feature would be for our team to start a conversation with a client associated with a manually created ticket. What is their goal? To add context and description to a manually added ticket when viewed in the Customer Client Portal. What value will this add? It will allow the client to see the initial comment from us (in their customer ticket portal) when we create a ticket manually for a client.   Are there examples of other places or products who have this feature? In the Customer Ticket Portal the client can hit "Reply" and add a new conversation to the ticket.  They can do this when they see a ticket we created manually and then they Reply and say "What is this ticket?" and then there is a new conversation that we can reply to, it would be nice if we could just say what it is about before they ask. Screenshots, pictures, drawings, process diagrams, are helpful. ...read more

It would be useful to add  the attachment option when creating a ticket ...read more

Mobile notifications aren't supported for service tickets for some reason, and that is a bummer.  Desktop notifications are not enough and, unfortunately, not as reliable as we'd want it to be. In workflows, where every minute counts, notifications often arrive too late. ...read more

Wir haben das Problem, dass wir den Workflow drin haben, dass die Tickets automatisch zugeordnet werden, jedoch wird nicht die zugehörige Konversation der zuständigen Person zugeordnet. Das macht die Übersicht für die Kollegen komplizierter, als wenn die neuen Konversatzionen direkt auch zugeordnet werden, so kann direkt in dem Bereich gearbeitet werden, die einem selber zugeordnet sind. Das ist derzeit ein mehraufwand immer die richtigen Tickets zu finden, mit den Konversationen.  ...read more

Hallo liebes Team,    wir würden gern eine Anregung hinterlassen, welche den Anhang (z.B PDF) bei "antworten" auf E-Mails betrifft. Wir wünschen uns die Möglichkeit, dass Anhänge (ähnlich wie beim Weiterleiten von E-Mails) automatisch wieder der Anlage beigefügt werden oder HubSpot die Auswahl lässt, ob dies geschehen soll.   (Der derzeitige Ablauf lt. Support : den Anhang runterzuladen auf dem Computer zu speichern und dann in der Antwort Datei anhängen > neuen Anhang hochladen nutzen)   Vielen lieben Dank Jana Prantz ...read more