Service Hub

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    • How can we implement a CSAT to be a part of a closing ticket email? We have an email that is sent when a ticket is closed. We also have a CSAT going to customer that their ticket have been closed that didnt recive a survey in the past 15 days. Can I combine the two? ...read more
    • Hi all, Does anyone have any clue on how to configure a WhatsApp welcome messages? We have 2 WhatsApp numbers, one to Customer Service and other for Technical Support. Each of them have a corresponding channel. We would like to configure a personalized welcome message for each. I've already tried doing it through the Meta Business Console and the Meta for Developers Console and wasn't successful. Now, I was trying to configure thes ...read more
    • Is there a way to create a report similar to the Deal Change History report in Sales Analytics but for Tickets? I want to create a report that shows New, Status moved forward or Status moved backward. Although I can produce a custom report that shows where tickets have 'ever been' another status it would need to be individual reports for each status change as I can't apply all the fllters needed to show what the ticket status is now vs what it ...read more
    • I'm trying to aggregate responses to questions that I use frequently across several different surveys to see averages, number of responses, etc. but I cannot see how to do this in Hubspot. For example, if I ask a rating question on Survey A, B, and C, I'd like to be able to see the average of all responses to that particular question. Is there a way to do this without exporting to excel and then manipulating the data from there? ...read more
    • I am setting up a survey for our clients. Is there a way to have a matrix rating question with several options and ratings of the single options like: How do you rate the following Options: Option A Option B Option C Ratings: negative neutral positive ...read more

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Adriane on February 28, 2024
In the daily service routine, it's common for previously closed tickets to be reopened due to additional customer inquiries. However, creating report data for such scenarios in HubSpot can be challenging. Besides the standard "Time to Close," read more
pradeep-balaji on February 28, 2024
We just connected our O365 mailbox to the hubspot channel and it pulled in the emails just fine. However syncing is not working (ie: when I delete an email on the O365 mailbox it doesn't reflect in the Conversations Inbox - the mail item still exis read more
0 upvote
1 Reply
Community Manager
February 28, 2024
Hey @pradeep-balaji , thank you for posting in our Community! Please note: due to the significant changes introduced by Microsoft as part ...read more
Solved
JoshVe on February 28, 2024
Hey all, I am looking to create a report that shows a list of Company Ticket Volume based on a List of past 12 months Company Name. | Oct 23 | Nov 23 | Dec23 | Jar24 .... company1 > #Tickets | #Tickets | #Tickets | #Tickets company read more
0 upvote
9 Replies
Hall of Famer | Partner
February 28, 2024
@JoshVe I just got this to work for a client yesterday - this should be working. I'd recommend checking again tomorrow and potentially troubleshoot...read more
JoshVe on February 28, 2024
I am trying to set a CSAT based on few elements 1. When ticket is closed 2. And if no CSAT sent to this client in the past 15 days 3. And include the agents in our support But for some reason the CSAT is not sending to clients
Participant
February 28, 2024
Hey @TomM2 so what is the solution to avoid sending to past clients? i just want something tha twill address the future, send everyone a survey af...read more
WHamsiou on February 27, 2024
Hello, I would like to know if there is a way to track the First contact resolution rate. I work in customer service and it would be usefull to know how many tickets did we closed by responding only one time to the client. Thank you verry much in read more
0 upvote
1 Reply
Contributor
February 27, 2024
Hi @WHamsiou , Yes, you should be able to do this. Create a single-object ticket report and use the filters 'Number of times contacted' is equa...read more
KHird on February 27, 2024
Hi I need to add a new user but our lead admin has left the business?
0 upvote
1 Reply
Hall of Famer | Partner
February 27, 2024
Hi @KHird , Ideally, you reach out your previous super admin, ask him to log in one more time and to transfer super admin permissions to anoth...read more