Great minds think alike

Who: Service Hub - Support tickets What is the goal?:  To be alerted of important information before proceeding with a service. Added Value:  Alert stakeholders of busniess critical infomation   The Idea: We need warning messages to pop-up when creating tickets to warn the person working on the ticket of pertinent information.  This could be things like, "Attention: This client is delinquent. Please require payment before proceeding!" or "This client has a balance that can be applied to their bill."  or "This client does not have a subscription. All Support work is to be billable."    If we can’t have a pop-up, then a pinned message within each ticket for that client would show up at the top of that ticket where we could see it.    This pop-up or pinned message can be set to expire at a certain time, appear in certain places, always appear, etc.   ...read more

This would be useful across an organization. It would be great if when a HubSpot notification email is sent to a user, and that user has an automatic "out of office" vacation responder turned on, that HubSpot would detect the automatic reply then forward the notification to another user in their department. For example, I have a workflow that will send the head of a department a notification every time a critical event in need of immediate attention occurs. If the department head has a vacation responder turned on that replies something like," Sorry I missed you I am out of office unitl next week." automatically. The workflow would detect this reply and forward the critical notification to another designated HubSpot user. ...read more

While you can go to see who has viewed your Sales Document, you cannot create a list around who has viewed a sales Documents, create a workflow around once someone has viewed a Sales Document or set up custom notifications once a contact has viewed a Sales Document.   Why this is a problem: If a contact owner has changed, the new owner does not receive any notification once their contact has viewed a Sales Document that was sent by the previous owner. You cannot create a workflow that can notify the new owner of the Sales Document view either.   The only person who will get an email notification that a contact has viewed a sales document is the person who originally sent the Sales Document. Previous owners are now forced to find out who the new owner is and forward the notification to the current owner. That's if the current owner is lucky enough to have someone willing to do that work. Also, the previous owner may no longer work for the company which means no one will receive a notification. ...read more

We want to transition from Zendesk to ServiceHub and noticed that ServiceHub doesn't show when other members of our team are in a ticket like Zendesk does. This is important because we work tickets as a team (not assigning to an individual until close).   This prevents us from sending duplicate communications to clients or duplicating our efforts.   This is a small but mighty feature/enhancement to ServiceHub @AndyPitre  ...read more

End users should not be bothered with system owner and/or admin topics.   As of today, all users receive notifications when there are errors in DNS records. These types of prompts should definitely not go out to all users, as it simply creates confusion and raises questions that reverberate across the entire organization. The notification settings fail to provide any settings for clearly admin-level topics, such as e.g. domain issues. ...read more

It would be great to have the ability to tag an entire team within a note on a conversation or ticket. We have several people in our support team, a minimum of 1 person is covering tickets at all times, but we don't always know who this is, the ability to use @supportteam to notify would make this easier to make sure the person dealing with this on that day see it straight away.   We have several teams like this where there is a rotation of covering the tickets or being on-site.   ...read more

The new notification sound is very hard on your ears - especially when wearing a headset. The old one was way more pleasant.    I would love the old sound back - or maybe a few sounds to choose from.  ...read more

Dear HubSpot, I just want to point out that a vast majority of your users are not decision makers... were are merely Sales Professionals.  Being in Sales, we rely on access to information within the system.  You covering up the information we need access to is counterproductive.  The message bars are a big turn off as they do not make us feel all warm and cozy. Not everyone has multiple curved screen monitors with more desktop realestate than one knows what to do with it. Many of us are mobile, working on laptops with limited comforts and ergonimics. In addition, again as we are Sales Professionals, thus we do not have administrative rights nor do we have decision making power within our organization.  If you'd like to promote those who do have authority to purchase more features from you, make them visible to those with Admin rights so the rest of us can go about our day without further obstructions. Or, simply make them removable instead of a thorn in our sides. The choice is yours, just please hear us and get them out of our way and day. Sincerely, HS Sales Users Around the World Too Many Banners, some not applicable ...read more

Early in our HubSpot journey, we installed many themes to see which we liked the most. We now get lots of emails about updates for themes that have been uninstalled for a long time.   Up until today, EVERYONE in our organisation was receiving these emails. Thankfully I've been shown the place to change these notifications via notification profiles. It seems odd that this is the case by default, it makes more sense to limit this to superadmins only.    My suggestion is to not send email notifications for update to themes that are uninstalled. ...read more