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  • Most Upvoted
  • Solved
    GGreen on September 22, 2021
    0 upvotes
    2 Replies
    We are using the free online Hubspot chat tool. I have it set so that we are avaliable during business hours 9 am - 5 pm. But during these business hours and with us all set to 'avaliable' when you open up the chat, it is saying that we're away. ...
    Reply
    Member
    September 25, 2021 07:05
    Instant messaging led the way for enhanced communication, allowing users to exchange messages at their convenience. Text-based interactions are still...
  • Solved
    Stijn on August 13, 2021
    0 upvotes
    2 Replies
    Hi, We often have customers replying to an old support email for a new request. When that happens, the old ticket originally attached to that thread is re-opened. What we want is in a simple way to create a new ticket for that conversation, while...
    Reply
    Top Contributor | Diamond Partner
    August 17, 2021 01:27
    Hi @Stijn , The idea of re-opening a previous thread is that to keep up with the same converstaion. So if a contact is re-opening a previous ti...
  • FChristensen on August 04, 2021
    0 upvotes
    2 Replies
    I used to get e-mails when a new ticket was made and also notifications about costumers answering the tickets assigned to me. Somehow I don't get these e-mails and notifications anymore and have tried reaching out to support and going through this ...
    Reply
    Participant
    August 16, 2021 06:55
    Here you go. @PamCotton
  • Solved
    AC-Paul on July 16, 2021
    0 upvotes
    1 Replies
    Hello, We are working on developing a way to track communication from some of our partners using the Service Hub. Currently all communication for our group is sent to a single email address that is then gathered by HubSpot for ticket creation. Thi...
    Reply
    Key Advisor
    July 19, 2021 05:26
    Hey @AC-Paul , you have a few options here I think: You could use a "Conversations" workflow to route these. Create separate Conversation...
  • Solved
    GeoffreyScott on June 22, 2021
    0 upvotes
    2 Replies
    If I'm fielding a customer service call from an unknown contact, but current business customer (think store owner for multi-store brand), is it possible to create a new contact in a ticket? I do not have HS call integration.
    Reply
    Top Contributor | Diamond Partner
    June 23, 2021 06:21
    Hi @GeoffreyScott , yes you can associate a new contact to an existing ticket. Click ticket name > On the left side on contact tab, click +Add &...
  • FabioRosado on June 16, 2021
    0 upvotes
    6 Replies
    Hello folks, When we started using HubSpot we were using the default Inbox to get our emails from different sources. Support tickets, support email, etc. As our team grew, we decided to create a specific inbox for support, is there an easy w...
    Reply
    Community Manager
    September 08, 2021 00:44
    Hi @sbk_100 Thank you for your reply. I checked and I can confirm you can move a conversation from one inbox to the other by followin...
  • Solved
    bsm007 on June 10, 2021
    1 upvotes
    2 Replies
    Anyone willing to share their Support Pipeline or individual workflows for each stage? I have shared mine which needs to be updated -- it keeps moving the ticket to Waiting on Us before a contact responds. Would love to receive suggestions! ...
    Reply
    Contributor
    June 11, 2021 08:00
    @karstenkoehler Thanks much for the detailed guidance. I have implemented. 😀
  • Solved
    brhellman on May 26, 2021
    0 upvotes
    1 Replies
    We support Linux systems which generally require log files to be sent. Customers will generally send sections of logs or ask multiple questions. When we reply using our existing ticketing system (OTRS) we can reply in line. This allows us to quot...
    Reply
    Most Valuable Member
    May 26, 2021 21:02
    Hi @brhellman , This is a great suggestion, I'd recommend sharing this in the HubSpot Ideas section of the community . The requests there are...
  • keithreed on February 18, 2021
    1 upvotes
    9 Replies
    We use the Slack integration to get notified on incoming support chats, and several developers who are not regular Hubspot users handle tickets direct from Slack. Yesterday, Hubspot upgraded the Slack integration and since then, the conversation...
    Reply
    Participant
    March 15, 2021 08:42
    Thx after reconnect it's working for me too.
  • MarcPozzuoli on January 18, 2021
    0 upvotes
    1 Replies
    Love that you are delivering new features to HubSpot on such a regular cadence. I wanted to pass some feedback along on the new inactive tickets being grayed out feature. While I find this feature useful, I think it would be more useful if it was ...
    Reply
    Community Manager
    January 19, 2021 02:07
    Hi @MarcPozzuoli Thank you for your feedback! I'll share this with our team 🙂 Best Sharon
  • Mdonaldstone on January 14, 2021
    0 upvotes
    4 Replies
    I recently setup a "contact us form" and it is feeding into the conversation inbox and creating the ticket. The one thing I don't see is where the information from the form submission comes into the ticket to be able to be viewed. How do you best...
    Reply
    Participant
    January 18, 2021 12:22
    What we did for that is create a text snippet that will bring the "Ticket Description" into the text of a new email. Because a form submission is not...
  • Solved
    ASoppelsa on January 06, 2021
    1 upvotes
    4 Replies
    Hi, A channel in Microsoft Teams has a specific email-address, where you can send notifications to. Thus, when creating new tickets that meet certain criteria (e.g. priority AND category) we'd like to send an email to this specific email-addres...
    Reply
    Community Manager
    April 19, 2021 14:25
    Hello @paigeleslie , what specific actions in the workflow you are looking to send team members notifications? Depending on it you can add as @kars...
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