Great minds think alike

1. Head of Support mais dans les faits n'importe quel head of qui souhaiterait avoir des KPI sur l'activité de son équipe. 2. Mesurer la performance de son équipe avec des KPI pertinents 3. Actuellement, les KPI mesurés avec les rapports Hubspot sont faux car ils prennent en compte uniquement le temps calendaire et non pas ouvrés. Les week-end et la nuit, mais plus globalement toutes les périodes hors ouverture du service, sont compris dans les calculs ce qui les faussent complètement. Exemple : pour un service ouvert de 9h à 18h, si un client envoie un ticket le lundi à 17h et que nous lui répondu le mardi à 10h du matin, le temps de première réponse selon le rapport Hubspot sera de 17h alors qu'il devrait être de 2h. 4. Le module Explore de Zendesk permet de tout calculer au choix en heures calendaires ou en heures ouvrées. Merci ...read more

Hi,    I work in Customer Service department and we offer our customers live chat attention.   Our goal is being able to create reports with the chat activity, counting the total number of unique conversations.   Right now, when you create a report, chat conversations that have been assigned to more than one agent, will be counted as many times as they have been reassigned.   Example:   1 customer opens 1 live chat sessions --> the conversation is assigned to the first agent that answers  and later it gets assigned to a new agent.  If you pull a report, you will read 2 chat conversations.   It would be really useful to be able to either filter out "reassigned" conversations or being able to group them as "unique conversations/sessions".   Thank you! ...read more

Generating a deal from tasks should me made possible. So after a task has been created and action has been taken, very often this will generate or become a deal. It would be easier to just have an option to "Create a Deal from current task" as the basisc information is always the same. Currently, when the task has been completed, a Deal has to be created / generated using the same details as which were or are in the task. ...read more

When creating a report based off Knowledge Base reports if there was a way to see views from specific companies. Addition of more filters for reports based on knowledge base which would provide better accuracy on view counts and if particular companies/contacts are using more than others to provide feedback. ...read more

if there was a method when creating reports to have specific time parameters to provide more accurate results at all? so the data can be based off set working hours instead of entire day? ...read more

Can we add a Notes Column to the contact index page along with the likes of email, contact owner, Programme status etc.    The idea is that it can replace the use of an Excel spreadsheet which often has a notes section. It would be great if the notes added into the Hubspot contact page could be dispalyed in a column for each contact. Perhaps it would be best if it was the pinned note or the most recent note - so as to not create a column that is huge & dispalying all notes.  ...read more

Hello, It could be interesting to have icons (or something else) to visualize in the calendar if the publication is scheduled (orange), published (green) or cancelled (red), just in one look.    Now we have to move the mouse over it to see if it is well published (I know I can see that in the list tab.) ...read more

Due to german data protection laws it's necessary to embed youtube videos in a correct way (or to just get rid of the YT embed).  Therefore it would be helpful to get a list of blog articles with an embedded video.   I would like to expand this initial thought to have the ability to search for content in blog articles in general.   Another possible use case: Your product or feature name changed. Find all mentions in blog articles and replace it accordingly.   ...read more

Can we get SEO Topics for Targeting in Chatflows? We would like to target pages that write about certain SEO topics with a specific chatflows ...read more