Hello, I'm trying to analyse the number of back-and-forths it takes with a customer to resolve their query to measure support efficiency. For example, agent replies on average 3 times before ticket was closed. How can I do this?

Is there a way to send a communication to a contact that includes all their open tickets and their pipeline status? Like a daily digest we could automate to send for any open tickets?

Hi everyone, I'm currently setting up an automation in HubSpot and I'm facing an issue I can't seem to solve on my own. Context: When a customer fills out a contact form on our website, it automatically creates a ticket in the support ce read more

Our current use case is that we can log time on individual tickets but do not have a way to log what we did in that time. Therefore we can only get accumaltive data on how long it took to complete a ticket and not where that time was spent. For read more

Hello, Seeking help! We have recently implemented Customer Portal, however we are at a dead end with customers who have the portal enabled to respond to closed tickets. Today, it appears the the only way to reopen a ticket is to respond to the read more

Hi there! We've recently started testing the Customer Agent and having tickets come through. An issue I foresee is that the ticket name comes in as something like "Ticket#98982093823". Is there a workflow that could update this name to provi read more

I integrated hubspot api to custom help form within our app. it successfully creating contacts, tickets, associate contact with ticket, but throw error when trying to associate email with ticket. Here is code I am using for email association v read more

We have a help team who would like to add the Hubspot Ticket Id to the subject line of their responses to customers. Apart from ensuring clarity, it might also help to stop the auto-merging of tickets with similar subject headings. I am told thi read more

Hi, We are finding an issue with the fact that when you select conditional fields that once saved, they collapse. The only way to get them back is to change the controlling field to another option and then change it back to see the conditio read more

We forwarded an email from a closed ticket to another person at the client company. The contact was not associated with the ticket and responded to our email. Their response was logged against the ticket but the ticket did not reopen. Do th read more

Hello all, We make extensive use of the ticketing systems and it's generally great overall but one thing we struggle with is reply emails. We're finding it very common that when a customer replies to an email and their email service edits the subj read more

Hi I have currently set up a way to categorize our tickets by using multiple properties that are intended to contain options with different levels of granularity/detail of the topic of the ticket, but now I have run into some issues with the rep read more