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DNeal32 on June 20, 2024
Hi, Is there a way to view only active contacts for the ticket company when creating a ticket / editing a ticket? Currently I get every single CRM contact to choose from when I want to add a contact into a ticket. As you can imagine, bit painfu read more
0 upvote
1 Reply
Top Contributor | Partner
June 21, 2024 09:52
Hi @DNeal32 , Unfortunately, you can't filter down the list of Contacts that can be associated to a Ticket if you are doing it via the associa...read more
ETvelia on June 20, 2024
I am looking to create a report for overall ticket response time (versus time to first reply). I have been unable to find a workaround to do this, does anyone know a way to do this? I need to be able to know the average response time for tickets.
0 upvote
1 Reply
Community Manager
June 21, 2024 05:21
Hi @ETvelia , Thank you for asking the Community and thanks for the suggestion! I checked for you and at the moment this is not possible. I’ve ...read more
EdeRijk on June 20, 2024
As the needs vary for each customer, it would be great to be able to customize the SLA's based on different types of customers. This means different times to close and reply times per priority for each (group of) customer(s). This enables us to tail read more
0 upvote
1 Reply
Community Manager
June 20, 2024 14:06
Hey @EdeRijk , Welcome to our Community! You can achieve customizable SLA properties for different customer groups by using service managem...read more
ETvelia on June 19, 2024
I am trying to create a way to have "All Open" not show one of the channels that I have in Help Desk since it has sensitive information. I have the views blocked so that users can only view tickets their team owns, but they are still able to see the read more
0 upvote
3 Replies
Most Valuable Member | Elite Partner
June 20, 2024 07:04
@ETvelia that makes sense, because HS has no way of knowing whether User 1 owns the ticket as part of Team 1 or Team 2, they only know that User 1 ...read more
JIrvine1 on June 19, 2024
Here's my scenario: A ticket is created and auto assigned to a user. The user determines that the ticket was created in the wrong pipeline and moves the ticket to the correct pipeline. When this happens, there is no auto assignment that takes place. read more
1 upvote
4 Replies
Top Contributor
June 21, 2024 01:05
You're welcome @JIrvine1 If my answer resolved your query, kindly mark it as the accepted solution. Thank you!
KAbram on June 19, 2024
We are using the report "Ticket average time to first response by rep". Most of our tickets are created via email, some are via a chat. I have realised that those created via chat do not count a "response" as I expected. A ticket is read more
1 upvote
1 Reply
Participant
June 19, 2024 08:34
Hello @KAbram , I 100% agree and it is something that has caused us to have missed SLAs even knowing we did reply within our SLAs. Hopefully...read more
Solved
nicole-oe on June 18, 2024
I am working on adding articles to the new knowledge base, so I am adding tags as well, but I'm having an issue that after I save the article and then go back in to edit tags or settings, some of the tags have changed to sets of numbers and aren't a read more
0 upvote
1 Reply
Accepted solution
Most Valuable Member | Elite Partner
June 18, 2024 18:25
Hi @nicole-oe every tag has an internal value which is the number you're seeing, but I haven't seen it surface on the front end like this - I did a...read more
MWolfe2 on June 18, 2024
I'm desperate for help to create a custom report that will show me how much time I'm spending (by company) on service tickets. I "think" the way to break it down would be: By Customer By Ticket (total time to close) and if that could break dow read more
0 upvote
1 Reply
Member
June 18, 2024 14:53
The following report seems close to what I'm looking for - I just can't figure out how to incorporate the BY COMPANY element in the report. Also - t...read more
mlucchesi on June 18, 2024
It would be really useful to have a way to enable/disable notificaciones por specific inboxes. For example: a user has access to two different inboxes: marketing and support. But they only want to receive notifications from the support inbox, be read more
Community Manager
June 19, 2024 02:23
Hi @mlucchesi , Thank you for reaching out to the Community and thank you for your suggestion! I’ve noticed a similar idea already present in ou...read more
HydePhillips on June 15, 2024
Hi, when I create a new ticket from an inbox conversation, it isn't associated with the contact from the conversation. So say one of our customers (a stored contact) gets in touch, and it's picked up in the Inbox by me. I then convert it into a read more
0 upvote
1 Reply
Top Contributor
June 16, 2024 13:01
Hey @HydePhillips If you have a service hub professional you can create tickets automatically kindly go through this knowldegbase undersatnd h...read more
Solved
rsavino on June 14, 2024
My website is a responsive website, but it doesn't seem to have HubSpot working on mobile phones. Can someone help? My website is www.cjvictoria.com .
0 upvote
1 Reply
Accepted solution
Hall of Famer | Partner
June 14, 2024 23:18
Hi @rsavino , You should be able to get HubSpot working on your mobile by following these steps: https://knowledge.hubspot.com/account-mangag...read more
GTurkan on June 14, 2024
I recently uninstalled the Jira integration from HubSpot, but I've noticed that the HubSpot integration area is still appearing on the tickets within HubSpot. This is causing some confusion for our team, as we no longer use Jira with HubSpot. Co read more
1 upvote
1 Reply
Top Contributor
June 14, 2024 12:20
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