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Our support team works out of Help Desk all day, and we rely heavily on SLAs for time to first response and time to next response.   What we really want is a simple way for agents to look at one list of all open tickets and immediately see which ticket needs attention first – without having to think about which SLA (first vs next response) is driving it, or manually compare timestamps.   Right now: We have separate fields for Time to first response and Time to next response. In the Help Desk table, these show as due times (e.g., 1:52 PM), not as a “time remaining” countdown. SLA labels like Due soon / Overdue are helpful, but they don’t tell you: Which ticket across all SLAs is actually due the soonest, or How much time is left in a clear way. The workarounds (two different views, or constantly toggling sort between two columns) still force agents to stop and think, check timestamps, and mentally compare which ticket is truly most urgent. What we’d love to have: A single “Next SLA due” field per ticket One property that always represents the next SLA deadline for that ticket, whether it’s first or next response. We could add this as a column in Help Desk and sort the whole view by it, so the ticket at the top is always the one closest to breaching any SLA. Countdown-style display in the list view Instead of just showing a due timestamp, allow SLA columns (including “Next SLA due”) to display something like “30 minutes remaining”. This would make it much easier for agents to scan the list and instantly understand urgency without doing mental math. Why this would help: Agents get a single, trusted queue: just work from the top down and you know you’re handling the most urgent tickets first. Less cognitive load and fewer mistakes when juggling first vs next response SLAs. Better chance of consistently meeting SLAs, especially for higher-volume teams. ... Mostrar más

Situation Logging emails from an email client via the HubSpot Sales extension, ticket associations can be set to: None, Log to all, Log to 1 most recently associated, or Log to 5 most recently associated.   Pain Point These options don’t distinguish between open vs. closed tickets, so new emails often get logged to closed tickets, creating noise and confusion.   Enhancement/Feature request Add an option to auto-associate logged emails only to open tickets (e.g., “Log to open tickets only”). This would keep closed tickets clean, make it easier to follow the active conversation on the right ticket, and reduce manual association work from email. ... Mostrar más

It would be great if we could use/see multi-object properties on Segments (Lists), for example you create a Segment based on Contacts but on columns you can also add properties from other objects, such as Deals or Companies ... Mostrar más

I want to filter the Contacts index page views using associated Company fields (City/Country/Industry), ideally scoped to the Primary associated company (or an association label).   Use case: When I travel to a city, I need a quick view like: Contacts where Primary company City = Copenhagen, then bulk enroll them into a “request to meet” sequence.   Current limitation: Contacts views only filter on contact properties. “Associated company” filters only allow “is any of / is none of / is known / is unknown” — you can’t filter by company fields like City.   Workarounds (clunky): Build a contact list/segment based on associated company City (and Primary). Copy company City onto a contact property via workflow.   What would help: Add cross-object filtering in Contacts views: Company → City (etc.) with ability to select Primary/label Save as a view and use for bulk actions like Enroll in sequence ... Mostrar más

In Help Desk, if a customer gets incorrectly identified  during live chat, then even if I update the contact on the ticket I am unable to correct the actual chat to reflect the correct customer - messages still list as the originally identified contact, with no mechanism to manually update to show that the message is actually from a different contact. This is an issue as we run into this just often enough that our agents will incorrectly reply with a customer name of the original contact rather than the updated one, and avoiding using the customer's name altogether detracts from personability. Please allow us to "correct the record" when a live chat has an incorrect contact listed (note that this is separate from updating the contact on the TICKET, I am specifically talking about the contact name in the chat interface itself.) ... Mostrar más

Excel or Google Sheets proves invaluable to update and maintain large sets of Contacts or Companies or Tasks but the import-export step is a pain. We want to have inline access to all fields that can allow it, namely name, description etc. and also have access to drop down options without opening each individual field. In other words we want spreadsheet productivity in your CRM. ... Mostrar más

Currently, if there is an error in a Line Item on a Quote or Deal that prevents you from saving the Quote, you have to hunt for a very thin, red outline on the field with the error. If the field with the error is not shown, there is no indication at all which line item has the error. I propose that the whole line item should be highlighted in a more visible way, with some way to indicate which column/field has the error. I recently made every column visible on a large quote, and still scrolled right past the red error multiple times because it was too subtle. ... Mostrar más

It would be helpful to be able to customise the communication icons (calling, notes, email etc.) that show on the left sidebar for contact records. For example, we use another platform for Calling, so clicking the Calling icon doesn't work for us and may confuse the team, It would be great to customise this section to remove it, an replace it with something else such as being able to log postal mail or SMS.  ... Mostrar más

In the new form editor, it is possible to skip mandatory fields until the last step. Only during the final submission process is an error message displayed indicating that mandatory fields are missing.   From a user perspective, this is not very UX-friendly. I hope there will be a fix for this soon. ... Mostrar más