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

[LUP]

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 😞

[Phil_Vallender]

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.

[LUP]

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. 

[Phil_Vallender]

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. 

[skohan]

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.

[Kateattard]

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?

[PeterC]

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 😉

@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 🙂 but not the group signature 😞

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.

[sd_elm]

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. 

[LukeClinton]

Great ideas! This would add value to the Conversations tool 

[KananiV]

Did this feature to add a signature to emails sent via the conversations tool ever get added?

[PeterC]

Nope.  

When replying from the group-email address, we had to create a snippet containing a signature, and remember to add it before sending the reply.

If we reply from our own email address, then the email is auto-signed.

[KananiV]

Thanks for the help PeterC!

Are you able to add your logo into to the snippet? I didn't see a way to add an image.

And when you say "reply from your own email address", do you mean from within Gmail (or whatever email client is being used)?  What's happening for me is that I get an email from Hubspot into my Gmail account that takes me to Hubspot's Conversations page where I can respond (then insert the signature snippet). But if I try to respond from Gmail I'm just getting an error.

I know this is getting down into the weeds and I've put a ticket in with their support department, so no worries if this is outside of what you and your team is doing.

Thanks!

[PeterC]

Hi @KananiV 

I think we discovered that too — no images in snippets. (So fairly "dull" signatures!)

Replying from your email address: If you have a look at the steps in my post on this thread from 09-13-2018 09:10 - I outlined three steps to create a ticket and reply from there.  When you reply from the ticket, you can select whom the email gets sent from, and apply the appropriate signature (with images). Have you had a look at HubSpot's signature generator?

Since I wrote that post, I have changed the process I use.  Now I go straight to the contact record and email them directly from there.  Using another snippet, it takes two seconds to create an email saying "Thank you for your message...".  The conversation can then evolve at a much more personal level (because it's one-to-one, not coming from a generic email address.)

It's far from ideal though because the conversation is no longer in the shared inbox, so much less visible to my colleagues.

In my opinion, the whole "conversations" idea is missing some critical functionality to make it useful.  We use it as an entry point to a conversation - nothing more.

Signatures, in general, aren't well supported in HubSpot (in my opinion).  There are no central tools for creating and applying them - not even an admin function to set up a template.  However, I suspect most businesses don't use HubSpot exclusively for working with email.  They'll have external email tools like Outlook, Gmail, mobile devices etc.  We eventually settled on a tool that intercepts every email leaving our domain, regardless of the email creation tool.  The tool applies the appropriate signature based on a set of rules, and this means we get perfectly consistent signatures for all staff.  No more crazy fonts and silly colours!