Last Communication Posted In Conversations Reporting

[TValeo]

With our ticket pipeline growing, I'm being asked to create an exportable report that will show a lot of the details from the Service > Help Desk > All Open section. 

One of the items that was requested is a 'Last Communication Posted' field, that would show the last response in a Conversation that was associated with a Ticket. There isn't a field available at this current time to show the actual last Conversation message that was communicated. Am I missing something, or is there a workaround with a workflow that would be possible to make this happen. I know Conversations are a newer piece to HubSpot, but any insight would be appreciated.

Thank you,

[karstenkoehler · Accepted solution]

Hi @TValeo,

Correct, there isn't a field that captures the latest response the same way that the description field would capture the initial message – at least not that I know of.

I'm not aware how to populate such a field natively, without custom code / working with the HubSpot API either. It would however be useful to have this, yes, and you could request this from the product team by posting to the HubSpot ideas section of the community: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

Best regards

[TValeo]

Thanks Karsten, appreciate the response. I've submitted this as an idea, hopefully it will gain some traction with the product team. Let me know if you come across anything.

[STierney]

Hey @TValeo - thanks for posting in the Community!

To clarify - are you looking to track communication for a Contact associated with particular Tickets? Or generally speaking, any emails/comms sent to any Contacts? Any specific examples/screenshots you can share are greatly appreciated!

Shane, Community Manager

[TValeo]

Hello STierney, yes exactly, from Conversations associated with Tickets from a specific Contact. We would like to report on those communications from Conversations. Right now, there are not a lot of reporting capabilites to do so. Looking for properties that will be able to allow us to report on specific communications, such as the last communication from those Conversations

[STierney]

Hey @TValeo - totally heard!

Feel free to post your Idea in theses comments so that we can start upvoting it for you!

Shane, Community Manager