Creating a ticket from a voicemail

[MJ60]

Hello, we have the HubSpot ServiceHub and the HubSpot phone. We have customers that call for support and leave a voicemail with the details of what their support request is.

How can we:

1. Have a support ticket automatically generated when a customer leaves a voicemail?

2. Make sure that ticket is associated with the correct Contact and Company if the voicemail is from a phone number in our Contacts?

3. Include the transcript of the voicemail in the ticket so our agents can see the details of the voicemail?

Thanks!

[Joel_Bredeson]

Hello @MJ60,

Was your workflow solved using the "Calling as a channel" feature?

My company is currently building external workflow integrations with HubSpot and is particularly interested in identifying workflow needs.

I would love to know if the built-in feature worked for you and what gaps in functionality you are experiencing.

Thanks,
-Joel
P.S. DMs are always open

[mangelet]

@MJ60 I stumbled upon a cool beta feature that might be just what you need. It's called "Calling as a channel in Inbox," and it connects incoming HubSpot calls to an inbox. I tried it on my portal, and it looks promising.

Once activated, you can link a registered HubSpot number to an inbox.

It'll work like a charm, ringing the phones of team members who handle calls.

You'll even find voicemail transcriptions in your inbox!

Using it is super intuitive. And guess what? You can create a ticket from your current inbox view, assign an owner, and manage everything from there. However, it doesn't seem to have automatic ticket creation for calls.

Why not give it a shot?

[MJ60]

Very interesting- I will certainly check it out. Would you be able to tell me where to go to activate it? Thanks a lot.

[mangelet · Accepted solution]

No problem!

First, log in to your portal and look for your name or icon in the top right corner. Click it to reveal a menu with options like Account Settings and Billing.

Find the option that says Product Updates and click it.

Don't be overwhelmed by all the updates HubSpot has; they're always working on new stuff.

On the left sidebar, you'll see updates sorted by HubSpot Hub - Marketing, Services, Sales, etc. At the bottom of the list, there's an option for Betas.

Click on Betas and explore your options. Keep in mind that these are still in testing, so they might not be 100% polished. But they're usually ready for you to try out.

Just be selective about which betas you sign up for, and do it one at a time so you can easily see the changes in your portal.

I hope this helps! Have fun trying out this beta and others that catch your eye. They're sure to be interesting!

[MJ60]

Thanks a lot for this. I don't see a listing on that page for "Calling as a channel in Inbox", though. Am I missing something? Thanks a lot.

[mangelet]

Let me share a screenshot, that might help you find it

[mangelet]

@MJ60 @DianaGomez , I think your Professional subscription level should be enough. You might want to check if you have Super Admin permissions – sometimes that's the issue.

If not, it could be that the feature will show up soon, as HubSpot often rolls things out gradually. Keep an eye out for it, because I've started seeing it in all the portals.

[DianaGomez]

@MJ60 and @mangelet, To access this beta feature, you will need to have the following subscription.

Sales Hub Professional, Enterprise

Service Hub Professional, Enterprise

*It's important to note that beta features are still in development and may undergo changes or have limitations in functionality. However, they provide an opportunity to test and provide feedback before they are released to the general public.

Best regards,

Diana

[MJ60]

Thanks a lot. Unfortunately this option does not show up in our list. I
guess it's not available to us. Thanks anyway for trying to help.

[DianaGomez]

Hi @MJ60, 

We are happy to see you here 😊

There are some potential workarounds that you can consider. One option is to create a workflow triggered by the "voicemail" property, which can then create a ticket. This suggestion has been shared and discussed in one community thread: Voicemails as Tickets - Solver: @danmoyle and @HEagle.

If this option works for you, you can give it a try and explore additional possibilities with the workflow, such as sending an email to specific contacts with a form or meeting link.

Best regards,

Diana

[MJ60]

Hey Diana,

Thank you, but this solution doesn't really answer my questions. It does seem to cover question #1, but it doesn't discuss how once the ticket is generated, the correct contact is associated to the ticket or how the voicemail transcipt can be seen in the ticket somewhere.

[DianaGomez]

Hi @MJ60, 

In our previous conversation, I had the opportunity to provide you with another community conversation that has possible solutions to all your questions. 😊

For the first question, it is necessary to create a workflow.

To address your second question, you will need to create a contact in the CRM and associate the relevant data with it. This way, when a ticket is created, the data will be appropriately considered.

As for the third question, Béranger kindly shared insights from another user. According to her, utilizing Dialpad for call management can be a great solution. It allows callers to leave voicemail messages, which are then transcribed by Dialpad and sent to a shared inbox as emails.

Best regards,

Diana

[MJ60]

Hello Diana,

I'm confused- you say that there's not voicemail transcript functionality in HubSpot. Are you saying that HubSpot does not offer an option for voicemails to be transcribed, or are you saying that HubSpot does not have an option to utilize voicemails once they are transcribed? Currently we have HubSpot phone set up and it is receiving voicemails and transcibing them. Thanks.

[DianaGomez]

Hi @MJ60, 

Sorry for the confusion. The options I provided are some of the methods you can use 😊 However, I was checking @mangelet's idea and I believe this is exactly what you need!

Thanks for sharing this beta @mangelet 😊In HubSpot, with such a fast-paced environment, it's easy for things to occasionally slip through the cracks.

@MJ60 you can find all the details about this beta here: Set up a calling channel in the Conversations Inbox (BETA) .

Best regards,

Diana

[mangelet]

Thanks, @DianaGomez . You're super kind in your response. Yeah, I hope this helps with your topic. And of course, there are so many updates – it's like we need a course just to handle the constant flow of them.