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Tickets & Conversations

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Résolues

RealpadCZ le Juillet 25, 2023

Notify account managers about conversation with their company

Hello talented people, looking for some local wisdom, thank you in advance to anyone who has a look at this. We are operating with a dedicated tech support team that handles all incoming support conversations (with automatically created tickets). M Lire la suite

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2 Réponses

Accepted Solution

RealpadCZ

Participant

Juillet 30, 2023 15:42

Thanks a lot Frank! I actually got another recommendation which I ended up using, that is to create a custom ticket property and then use a workflo...Lire la suite

Résolues

LLuik le Juin 21, 2023

Filter out spammers in chat tool

Are there any recommended strategies available to help prevent spammers and individuals who do not seek support from utilizing our chat tool?

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0 Mention J'aime

1 Réponse

Accepted Solution

TomM2

Conseiller clé | Partenaire solutions

Juin 21, 2023 15:13

Hey @LLuik unfortunately opening yourself up to spam is just a downside of opening up more accessible channels to contact your business. There's cu...Lire la suite

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BThoresen le Juin 14, 2023

How to add a contact/ticket view

Hi, I need to create a view where I can see how many open tickets each contact that is a buying customer have - either as a dashboard or a report. Where do I start?

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1 Réponse

Accepted Solution

karstenkoehler

Au panthéon de la communauté | Partenaire solutions

Juin 14, 2023 04:21

Hi @BThoresen , The starting point here is a calculation property: https://knowledge.hubspot.com/crm-setup/create-calculation-properties ...Lire la suite

TMazzola le Mai 22, 2023

Office Holidays- Ways to notify customers of upcoming changes to working hours

Hi all! I'm in search of an easy (automated if possible) way to update our business hours to include office closures for holidays. There used to be a feature where you could set a calendar of holidays and have a banner displayed on your website Lire la suite

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MiaSrebrnjak

Gestionnaire de communauté

Mai 23, 2023 07:52

Hi @TMazzola , Thank you for reaching out to the Community! I wanted to tag in a couple of subject matter experts to see if they have any ad...Lire la suite

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Jayeshurath le Août 28, 2022

How to get CSAT report

I am currently trying to get a CSAT report showing satisfaction percentage by the agent but couldn't do it, even the export doesnt have the agent's name. Is there possibly any way to get the CSAT percentage as per the assigned agent for month da Lire la suite

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Accepted Solution

danmoyle

Membre irremplaçable | Partenaire solutions Elite

Août 30, 2022 14:40

Hi @Jayeshurath . From what I've seen in HubSpot, whether it's Service Analytics (Reports > Analytics Tools > Service Analytics) or a full cus...Lire la suite

Jnix284 le Août 20, 2022

Using images in tickets via conversations inbox

I'm a big fan of including images in my ticket responses because it helps add clarity to the words and makes it easier for customers to connect the dots. Most of the time I use a screenshot tool to capture the image I need and paste it directl Lire la suite

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1 Réponse

Jnix284

Membre irremplaçable | Partenaire solutions Elite

Août 21, 2022 20:49

Hi @MMartain thanks for the information about connecting inbox, my inbox is already connected, I was really just looking to start a conversation ab...Lire la suite

drafeedie le Juillet 29, 2022

Automatically Unassign Conversations after XX hours of no response

We do not use the "automatically assign tickets" feature in Hubspot. Instead, conversations are manually assigned to agents after a message comes to our shared inbox. However, once a conversation is assigned, it remains assigned without any (or any Lire la suite

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3 Mentions J'aime

5 Réponses

drafeedie

Contributeur

Août 02, 2022 08:18

We do not. We typically stick to the "out of the box" workflow functionality. It seems bizarre that this is not a standard function as part of the SL...Lire la suite

Résolues

CGoodwinOlsen le Janvier 06, 2022

How to search old ticket IDs for a merged ticket?

When merging 2 tickets, the resulting ticket gets a new ticket ID. Our issue is that the previous ticket IDs are not searchable in any way. Customers will typically receive an email with the ticket ID via pipeline automation, and it is problematic Lire la suite

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Accepted Solution

karstenkoehler

Au panthéon de la communauté | Partenaire solutions

Janvier 06, 2022 07:27

Hi @CGoodwinOlsen , That would have to be manual, unfortunately. If you don't mind your tasks section cluttering up, you could create a ...Lire la suite

Résolues

AC-Paul le Juillet 16, 2021

Filter incoming email into pipelines based on the alias it is sent to

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 Lire la suite

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2 Réponses

Accepted Solution

Bryantworks

Conseiller clé | Partenaire solutions Diamond

Juillet 19, 2021 08:26

Hey @AC-Paul , you have a few options here I think: You could use a "Conversations" workflow to route these. Create separate Conversation...Lire la suite

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