Great minds think alike

Hey, We have migrated to the new Help Desk feature, but are now rescricted on the mobile app.   The features missing are: Dedicated in-app notification for new tickets and responces. Dedicated Help Desk feature in the mobile app for iOS and Android. Workaround could be to allow ticket notification on mobile in workflows so we get notified when a new Help Desk ticket is created, replied etc. ...read more

Hi there! I'm Sam and I work in our Customer Support department. I am working with Matthew on a tricky situation that makes a ton of sense, but it seems what he's looking for isn't possible at this time.   You know how you can set workflow timing to operate during a specific schedule, or use a Based on a schedule enrollment trigger? Do you also know how when you turn on a workflow for the first time, you have the option to select "No, only enroll records who meet the enrollment criteria after the workflow is turned on"? What we need is an option to utilize this enrollment option in conjuncture with a schedule.   In Matthew's example, let's say you want a workflow to notify a user of all tickets that change to a specific stage during a certain period of time daily. Right now, we cannot find any possible way to do this because the existing schedule options simply control WHEN the workflow enrollment trigger and/or actions execute, but not WHEN they met the criteria. So instead of Matthew being of all tickets that change to status "Waiting on us" during a specific window of time, he is instead only notified during a specific window of time of ALL tickets that have met that criteria since the workflow was last active. This totally defeats the purpose!   I checked out the "was updated in the last" filter option for the property in question, but it's only as granular as "1 day" and we're needing it to be granual to the level of hours.   Thank you product experts, engineers and team for considering adding this ability! ...read more

Hubspot should offer the option for users to use the old navigation view, as opposed to the new view that went into affect today. The new version is not as user friendly in my opinion and takes longer to navigate than the old one. It is slowing down my productivity. ...read more

Just like an existing 'Company domain name' will result in a notification that one already exists:   I would presume the same would pop up for the 'Company name', but it's not unfortunately:   Although I understand that there could be multiple company records with the same 'Company name' but with different locations (which we also append to the Company name for easy look ups), I think it would be a better experience if at least a notification would show for possible duplicate company names as well.  ...read more

Problem Statement: Currently, the Slack message sent from a workflow can only link to the "old" ticket view, rather than the "help desk" view, which includes a direct link to the ticket.   Impact: This limitation affects our users because accessing the "old" ticket view requires a "Service Professional" seat to engage with the ticket (e.g., replying to the customer by email). On the other hand, the "help desk" view allows users to engage with the ticket without this restriction.   The view that the user ends up in today: Prefered view:     Current Behavior: Users click the provided link, which opens the ticket in the "old" view. They then have to manually switch to the "help desk" view to engage. This process is cumbersome, especially for infrequent system users who must sift through multiple active tickets. The slack message:     Proposed Solution: The Slack message should link directly to the ticket in the "help desk" view (or at least be configured to do this), facilitating user engagement and streamlining the workflow.     ...read more

Users can see a daily snapshot of all ticket activity for their own user account: List of Tickets Created for them,  Tickets Almost Due, Tickets Past Due. ...read more

I am using an workflow where i am sending the notification to my slack channel . I am using a data which uses html in it . It would be a great help , if there is a way to parse the data before sending the notification to the desired slack channel. Currently the notification is being sent to the slack channel , but the data includes the html stuff too.  Eg: Hello <strong> Admin </strong> , A new user has just signed up to the application. <strong>User Name </strong>. <hr></hr> Feel free to reach out here - phone <strong> USer phone</strong>  ...read more

There has been a number of updates to help Hubspot users know when calendars or email inboxes have been disconnected. All are helpful improvements yet one critical piece seems to be missing. Request that would help solve the problem. Notify the Super Admins on an account when any user's calendar OR email is disconnected.   There are other Super Admin notifications (like when social accounts are disconnected). The user is notified when their email is disconnected (though if they miss that notice, it could be a while before anyone notices) AND there is no mention of the calendar on this notification making that 2nd action easy to overlook by a user.  Other recent tickets around this work This one is about a sales rep being notified, that is all fine and should happen BUT Super Admins should also be looped in to ensure the action is handled in a timely manner - it's a backup for support. This 'Delivered' idea has a number of improvements that are helpful but still fall short of being manageable in day-to-day. For an Admin to have to refer back to these daily to ensure all is operational is silly. Helpful to have the ability to see, but without a notification doesn't feel feasible to manage. ...read more

We would love a feature that allows us to choose to be notified for new features. I often see new features that are in private beta or in development that we would love to implement, but the only way for me to track the progress of a feature's development or implementation into our portal is to constantly be checking the Product Updates page. I would love an option to choose to be notified when a feature's status changes. A little icon such as a bell or plus sign that would add my email to a list for notifications that would alert me when a product update moved from in development/private beta/public beta/coming soon/live would be huge.    ...read more