Great minds think alike

When you open a ticket profile and want to continue or start a conversation for this speicific ticket. You have to click on (the titel of the conversation) and it opens a new tab for the conversation. It would be great to just start/ continue the conversation within the ticket profile. So that you dont have to navigate to another tab.   See the image below for the current way it is implemented.     ...read more

There is no way to set up an automated message based on a ticket being created that pushes to the help desk system. Ideally, when a new ticket comes in for example on a Saturday or Sunday, the customer will receive an automated email from us. Howwever, there is no way to set this up in Hubspot based on 'Weekends' only.  ...read more

Currently, if you enable SSO for the Customer Portal, you lose ability for users to register and use HubSpot authentication. Our application's users are sent to the Customer Portal using JWT for SSO. The technical resources at our customer sites, who do not have access to our application, need to access their tickets too. Having both SSO and HubSpot authentication together in the Customer Portal would be ideal to support both users and non-users.   This feature was available in FreshDesk, we are currently migrating away from that environment. It is available for me as a HubSpot user, I can sign in with my Hubspot user account or use Microsoft. ...read more

When closing out tickets from the tickets page, when a support case reason is selected, conditional subcategory options will appear to be chosen from. However when looking at a support pipeline and moving a ticket to closed, only the support case reason appears, and there is no option to add conditional properties to allow for subcategories.     ...read more

We need to be able to associate Tickets with Invoices. Currently, once an invoice is synced from XERO to a Contact, using the HubSpot | Xero app, we can assoicate our Invoices in the Invoice Object with Companies, Deals and Contacts. But we cannot associate Invoices with Tickets.   In addition to this, when we signed up with HubSpot the Sales team said it would be easy to manage our servicing using HubSpot Tickets for our Customer Service Team. Without Invoices and Line Items this is not even vaguely doable. This Community Post asks for Line Items and Ticket association: https://community.hubspot.com/t5/HubSpot-Ideas/Associate-Line-Items-to-Tickets/idc-p/964908#M177436 ...read more

Hi folks,   anyone has an idea how to solve the following challenge:   WHEN ticket is still open at the end of due date THEN auto-adjust due date by setting +1 day   Thanks 🙂 Max ...read more

Right now the metric is measuring starting from the first time it enters waiting on service stage and the last time is in the stage which is not providing an accurate measurement of this property for some customers.   We need a metric that accurately reflects a ticket's total time in the "waiting in service" stage, regardless of any back-and-forth movement. instead of from the first to last date. So for example if a ticket moves to a different stage this should stop the counting and if it moves the back the timer should only start from the day it moves back to the stage not continue from the first day it was ever in the stage.   this is very important as customer use this measurement as metric to measure their success and efficientness of how fast they are servicing their customers. ...read more

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