Inbox: Signature, CC, "Forward" and "Reply to all"

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LUP
Regular Contributor

I have just bough HubSpot Service Hub, and I have now realized tha lack of important basic stuff. 

 

1. It's not possible to add a signature, you must put you signature every single time....

2. You cannot see if a person is cc...

3. And if there is more than one person writing, you cannont "reply to all" or "Forward"

4. when you close the ticket from the conversation view, the ticket is still open in the board view - might assume this is a bug...

 

This is so basic for an e-mail software tool... And i really don't think anyone are able to work with the converations inbox with these big issues Smiley Sad

8 Replies
Esteemed Advisor | Diamond Partner

Hi @LUP

 

While service hub is still new, these all sound like fairly reasonable features to expect in the future. 

 

Since you are a paying customer, I recommend you report number 4 to support, as if it is a bug they will be able to escalate it. 


As for the features you recommend, I hope that you will hear good news soon, but in the meantime I suggest you check the ideas forum for exisiting versions of these and voting on them, or creating them if they don't exist.

 

Hope this helps.


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Phil Vallender

Inbound marketing for B2B technology companies
Diamond HubSpot Partner

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LUP
Regular Contributor

Hi @Phil_Vallender

 

Thank you for your answer!

 

But how should we use the inbox, if it's not possible to "reply to all? not even a workaround can do this? You can't change the field "to"..

 

I know it's new and I really like it!

But as I see it, this is critical for the use of the inbox. 

 

Really hope these things are planned in the next release. 

 

Thanks. 

Esteemed Advisor | Diamond Partner

Hi @LUP

 

I apologise as I'm not really an expert in this area yet - do other helpdesk/ticket systems (like helpscout, groove, kayako, etc) allow you to reply to multiple people? I notice that  they way some companies deliver support is very one-to-one and I suppose this is the use case HubSpot Service Hub is built around. 

 

Definitely have a chat with support and/or your account manager to find out more about the thinking and, hopefully, the roadmap. 


Did my post help answer your query? Help the Community by marking it as a solution.

Phil Vallender

Inbound marketing for B2B technology companies
Diamond HubSpot Partner

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Visitor

Same, we need to be able to forward as we sometimes need to forward it to a contractor company that isn't at our company. I am not going to purchase a license for our contractors.

 

Another example use case, we got a 10% off for a tradeshow and we wanted to forward this to one of our clients. The client obviously doesn't have Hubspot access.

 

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Occasional Contributor

Just a relayy quick one re number one on your list. We have created snippets with our sigantures to get around this.

 

The other points I agree with, we want to change the to field as well and idally reply to all, forward not so sure about, would this not be reassigning the conversationt someone else internally or do you want to fowrd to people not in Hubspot?

Regular Contributor

I'm with you on this.  We currently use the opensource OTRS support ticketing system and it's as ugly and clunky as heck - HubSpot Service Hub is so much nicer to drive, but sorely lacking in functionality at this early stage.  To be fair, it is getting better by the day, and they listen and respond to support cases - good work team-HubSpot Smiley Wink

 

@Kateattard - yes, we definitely need to be able to forward emails. It's a requirement if you want to escalate an email or bring in additional resources from outside the team who share the inbox.

 

I discovered a bit of a workaround for your issue (because I had it too!):

  • From the inbox you create a ticket. 
  • From the ticket you can reply using email and there you can add cc's.
  • If you reply using email, you'll get your signature Smiley Happy but not the group signature Smiley Sad

You can also use the workaround to reassign the email to another contact by removing the associated contact (and company if needed) and then add the required contact(s).

 

If you like the workaround, please vote for it here.

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Regular Contributor

We are a recent HubSpot Service Hub customer and need this functionality also. Our signature requires a logo, name , demographic info and a confidentality notice. It would be a three step process on every email we reply to to add the signature line: 1) insert logo 2) insert first signature snippet 3) insert second signature snippet.

 

The ability to Forward to another contact or Reply to All is also a funciton we need prior to us going live with HubSpot Service Hub. 

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HubSpot Employee

Great ideas! This would add value to the Conversations tool 

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