Great minds think alike

If I'm mistaken about this, please correct me, but I believe we're only able to report on first response time, and unable to report on response time throughout the entire ticket lifespan/email thread.   For example: Customer creates a ticket at 12pm. Agent responds to the ticket at 1pm. First response time is logged as 1 hour.  Customer replies to agent's first response at 2pm. Agent responds to the customer's response at 5pm.  The agent's reply time to the second message was 3 hours. The agent's average overall response time would then be 2 hours (average of 1 hour for first response and 3 hours for second response), but there's no way to report on overall response time in Hubspot so the report can only show the 1 hour first response time.  Am I understanding this correctly? It seems like reporting on overall response time would be crucial for the majority of businesses, so this would be a glaring ommission for such a robust CRM. The first response is important, but the responses that happen after that are equally important to most businesses. Since all response activity is timestamped in Hubspot already, it seems this should be easily reportable since the data already exists in the system.    If there's a workaround that exists, please let me know. Otherwise, I really hope Hubspot makes this data available for reporting soon, because it would be of tremendous value to the majority of their users.  ...read more

Bizarrely, there is no current way to limit first response time reporting to business hours. The business hours parameters are already in the system through the SLA reporting, but there's no way to tether the business hours properties to the first response time property in a report. This results in massively skewed response time data, especially over weekends and holidays. It seems like this should be an easy addition, since the timestamps for first responses are already linked to the business hours limits on the SLA settings, so the data already exists in the system, but just isn't available to the user for custom reporting. I'd imagine many users have the same complaint about this limitation, and exposing the first response time property to the SLA business hours property would be crucial for most businesses. It is imperative that we understand our agents' responsiveness during business hours without the data being obstructed by non-working hours. I very much hope Hubspot implements this simple tweak soon, and in the meantime if anyone has a workaround, I'd love to hear it.  ...read more

Enable users to merge or implement a redirect URL for duplicate documents that are hosted within Sales > Documents.  ...read more

currently in hubspot we can export a list of all lists in the system to a csv file. We can also export a list of all the forms, properties, emails and campaigns with the system. However, for some reason, we can not export a list of all contact reports and dashboards.   This functionality for reports / dashboards would be highly useful in terms of managing what we have in the system. Currently we have over 1500 reports so to manually go into each report and check them individually would take too long. ...read more

I like Hubspot a lot, but one major deficiency I am seeing is the email tracking related to records. Coming from Microsoft Dynamics, any interactions (sales, support etc whatever) were tracked when sent to the contact, without the user having to do anything extra, it happened automatically. To give an example of the issue, I was looking into records and seeing almost half were missing responses from our side. I went to our BD guy and he showed me his response emails (e.g to contact form submissions)… we double-checked and he had all Hubspot add-ins installed and set up properly…   Then we realized you have to have that add-in window OPEN to have it track the emails… in ours and especially any larger org, it will be impossible to police people and say "hey don’t forget to open the little hubspot window" every time you want to synch with Hubspot every support or sale person etc. so that effectively means Hubspot will have a very incomplete record of interactions with the contacts... and it does not reflect the reality of human nature. I cannot be the only one who cares about this? It would be way better to at least offer email sever based options for outlook etc, or at least on the add-ins not make that so it has to ber open to ever track an email to Hubspot ...read more

It would be great to be able to have a Deal total amount and then be able to breakdown per product. This would be helpful for reporting. Currectly can add a picklist of different products but need to create new field for each amount. Also, the Total ammount would automatically add the per product pricing. ...read more

At the moment it is difficult to find out the difference between two date properties in HubSpot.Rightnow Hubspot only shows the difference like a day, a month.But actually the difference will be in numbers. I think HubSpot will surely make a solution for this as we that don't use others app like zapier.Here is the screnshot below:     ...read more

I love being able to leave comments for my colleagues on email drafts. However, it seems that people can only delete their own comments. Since I moderate between the comments, I need the ability to do rounds of clean up and either delete other people's comments (preferred) or at least mark them as "completed" or "closed."   This functionality would be helpful for creating and editing emails and blog posts or pages within the tool. ...read more

I loved the Taks Queue Folder feature that automatically created a Task Queue Folder when you created a new Task Queue.  I recently discovered that this feature went away after an update made in January 2023.  I would love to see this feature come back!  I trained my whole company on using Task Queues and how awesome it was that Hubspot organized that for you and it just disappeared.  Very dissappointing! ...read more