Great minds think alike

The HubSpot Academy has Playlists to support the onboarding of new hires and to help with the personal development of your team.   However, only the person who created the Playlist can manage the Playlist (others can share, assign and duplicate).   This means that if someone changes roles or leaves the business, you have an orphaned playlist that you can't maintain.   This idea is to add the option to share the management of Playlists with others.   ...read more

In the Customer Agent Knowledge Sources, we would like to be able to add categories to short answers (just like we currently can with the knowledge base articles), and thereby filter short answers by category.   Over time, we have naturally created a long list of short answers that are aimed at different customer agents. If we could filter short answers by categories (eg. relevant customer agent) it would be much easier to: a) sort through and proactively transfer short answers to a more comprehensive knowledge base (on a customer agent basis) b) compare short answers created by separate team members (for separate customer agents) to ensure there are no duplicates interfering with each other   Currently, we have to sift through short answers on a page-by-page basis which is unideal.  ...read more

A small but impactful enhancement for the HubSpot Helpdesk would be the ability to display ticket numbers directly in the board view. This feature would allow support agents to quickly reference and track tickets without needing to click into each one. It streamlines communication within the team by making it easier to discuss specific issues and improves efficiency by enabling faster ticket identification and management. By integrating ticket numbers in the board view, HubSpot can help support teams work more cohesively and effectively. ...read more

It would be valuable if Super Admins could adjust the 'manage sharing' settings on saved views, regardless of which user created the view, similar to how Super Admins can edit saved views created by any user. ...read more

Per this thread, I am requesting that you provide us a setting to turn off this feature. It would be ideal if we could turn this off at either at the individual user level or at the admin level. This autosave feature is extremely disruptive to our workflow. ...read more

In the Helpdesk, we have two options for changing the ticket name: using AI or navigating to the ticket view to rename it manually. It would be ideal to have a feature that allows renaming individually directly within the Helpdesk to save an additional click into the ticket view. ...read more

Please implement support for Subresource integrity validation (https://developer.mozilla.org/en-US/docs/Web/Security/Subresource_Integrity) Reason 1 to implement this security measure: When a resource is referenced on the HTML code with a different domain from which the same HTML was loaded, then a malicious actor could interfere in the DNS resolution on the end user's machine, to make the resource be downloaded from a different location. Thus, a resource referenced with "https://js.hs-scripts.com/***.js" could be downloaded from a malicious server with malicious code. This type of attack can be prevented if HubSpot adds a verification string that allows the browser to confirm that the received asset is the expected one, without alterations. Reason 2 to implement this security measure: Even if there is no attack from a malicious actor. Security audits rise this security flaw as a vulnerability, causing reputational damage to the people maintaning the website and to the website's owner. Please provide a solution to this. ...read more

When selecting a template including the subject in the Help Desk, the actual subject is not overwritten. Currently, we have to delete the existing subject every time to apply the template correctly. It would be desirable to have an overwrite feature, which would speed up our workflow. ...read more

Currently, notes and emails in the Help Desk are sorted chronologically, but they cannot be individually selected. For our daily work, it would be much clearer if we could filter the view by "emails" and "notes" — similar to what is possible in the ticket view. Additionally, the ability to pin a note is essential, which is currently not available. ...read more