Our office has been trialling the Service Hub for the last two months now, with a view to it's potential use as a CRM and possible replacement of Outlook for customer responses. We've identified the following issues in trying to do so, and it would be useful to learn of any suggested recourse or work arounds to assist:
1) The two email addresses we have linked to the conversations inbox regularly receive at least 50% of their traffic from our website contact forms. This means that the emails are received from an internal email address (i.e donotreply@ ) which we do not respond to and instead use an email address supplied by the customer in the form. This is currently difficult to manage using the hubspot interface, as it does not allow you to amend the reply address the message is being sent to. The current work around is to add the response email to the CC field, which is problematic because it requires the customer to be added as a contact for which I understand we are possibly billed for? I'd like to see the ability to amend the response address in a message. Also, the CC field does not allow an email address to be copy and pasted in.
2) When completing a message, in some instances and fairly frequently, the 'Send' button becomes highlighted orange, indicating a response can be completed, however clicking this button then does nothing. We have had this issue with normal email, contact form email and in cases where we have added a new contact and also where we have not. This is a serious impediment to using the hubspot interface as a replacement to outlook. We have logged this with the support team and it is still being investigated, but I would be interested to learn if other users have also experienced this.
3) We regularly make use of outlook's 'quick parts' function, allowing us to insert template responses into messages. Whilst hubspot does have the 'snippets' fucntion, it appears to limit the amount of characers and does not allow for easy categorisation - is there an alternative for the use of template responses?
4) Is it possible to re-open messages that have previously been closed? If a message is responded to and then closed, does the customer response re-open the chain? I believe this is the case but I would like to check.
5) Can email signatures be added automatically? At the moment we do this by using a snippet, but this appears to have less functionality and ability to customise as the exisiting outlook features - can graphics also be added?
6) Is there a way to bulk select emails to be closed? This would be a useful function as our email address is frequently used for mass newsletter mailings, resulting in large numbers of out of office replies which currently need to be closed individual, which is fairly time consuming - I have queried with the support team and they have stated there is no current work around?
7) Whilst you can re-assign messages to single colleagues using hubspot, there does not appear to be a way to forward a message to a group of individuals?
8) There does not appear to be any 'undo last action' functionality, is this correct? I encountered this issue when making a copy and paste error today.
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