Hubspot Support is not answering a ticket

[DDot]

I've been trying to get some specific information regarding an issue we're encountering.

The HubSpot support person is not understanding my question so I asked if there would be a second-tier person, or even better, one of their developers who might be able to answer the question.

The support person is completely ignoring me now for several replies over time.

I can't see how/where to escalate a ticket with HubSpot.

[karstenkoehler · Accepted solution]

Hi @DDot,

If you feel like it's going nowhere or is stuck, copy the ticket ID, close the ticket, log a new one wile referencing the old ID. Sometimes a different rep offers another perspective.

If you're on a Professional or Enterprise subscription, you can also ask support who your customer success manager is and escalate through them.

Best regards

[GiantFocal · Accepted solution]

Hi @DDot,

Depending on the complexity, you can also ask your question here if anyone has the answer or can help.

[BérangèreL]

Hi @DDot,

I'm sorry to hear about your experience regarding this.

I would like to apologize for the frustration, data issues, and business impact this has caused.

Thanks also @karstenkoehler for the great suggestions!

I have shared this internally to bring more visibility to it.

Please let me know if there is anything else I can help with. I'll be delighted to do so!

Have a good day.

Best,
Bérangère

[karstenkoehler · Accepted solution]

Hi @DDot,

If you feel like it's going nowhere or is stuck, copy the ticket ID, close the ticket, log a new one wile referencing the old ID. Sometimes a different rep offers another perspective.

If you're on a Professional or Enterprise subscription, you can also ask support who your customer success manager is and escalate through them.

Best regards

[bendonahower]

Humble suggestion that the OP may not want to reference the past ticket in case the new person reads the support reps notes and just repeats them.

[karstenkoehler]

@bendonahower that has happened to me yet, to be honest. I would also consider it a bit disrespectful towards the support rep to have to start from scratch when some work has already been done on a previous ticket that they could reference.