Tips, Tricks & Best Practices

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Mariamora14 on March 28, 2023
Hello HubSpot community, Just had my Whatsapp integration set up on my conversations inbox I was wondering if I coul reply to my clients via Voice notes from HubSpot. If not... can you recommend a tool that can facilitate this.. Thanks Mari read more
0 upvote
0 Reply
drafeedie on January 24, 2023
We funnel all of our tickets into an "unassigned" status in service hub. Think of it like a shared inbox in Google / Outlook. When using the conversations inbox in Hubspot, whoevere replies to the conversation first gets automatically assigned read more
0 upvote
3 Replies
Hall of Famer | Partner
January 25, 2023 03:57
Hi @drafeedie , My apologies, I had misread that part in your original post. As far as I know, unfortunately, that's not possible out of the more
drafeedie on January 19, 2023
We'd like to offer customers the ability to text message us for routine customer service, but want this pulled into service tickets just as an email inquiry. In addition, we'd love to incorporate some functionality into our VOIP / Phone service read more
Accepted Solution
Key Advisor | Diamond Partner
January 19, 2023 09:44
@drafeedie I am a big fan of Kixie personally, it's a great all in one provider for both calling and texting and has the functionality mentioned more
JKohlmeier on December 19, 2022
We moved our main service email inbox over to HubSpot last week. Our service team will regularly assign conversations to members of other teams best suited to answer the email. Is there a way for a HubSpot user to easily set themselves as out of read more
1 upvote
2 Replies
Thought Leader | Partner
January 01, 2023 11:50
Hi @JKohlmeier , and thanks for the tag @kvlschaefer , this is a really interesting topic and one I also hope to have a solution for, but more
mbinmasoud on August 02, 2022
Hi all, I'm trying to create a report around the "Time to first reply" and "Time to close" SLA for one of our ticket pipelines. I'm familiar with configuring the SLA rules, but before I publish the reports, I want to confirm my understandi read more
1 upvote
3 Replies
Accepted Solution
Thought Leader | Elite Partner
August 03, 2022 08:06
Hi @mbinmasoud . Based on your descriptions and what I know of HubSpot, I would agree with your assessment and your expectation. Do you have more
LFiedler on June 09, 2022
It would be nice to have the ability to send a survey within a workflow. For example, create an if/then branch on if a contact attended a webinar. If yes, then it sends a survey asking for feedback, if not, then no survey is sent. Surveys should hav read more
1 Reply
Accepted Solution
Hall of Famer | Partner
June 09, 2022 22:01
Hi @LFiedler , This is currently not possible but has been requested by other users already: Trigger Custom Survey through workflow more
kvlschaefer on May 26, 2022
Hey Community, Did you know that customer service playbooks can improve your customer experience and create a world-class team of support agents? A customer service playbook is a document used to outline best practices and g read more
Community Manager
June 06, 2022 07:19
That's a great example, @Mike_Eastwood ! I'm glad to hear that you'll be able to replace the PDF with the playbook 🙂 Cheers, Kristen
kvlschaefer on May 19, 2022
Hey Community, Did you know that Service Hub Professional recently introduced three new features : Playbooks Call transcription and Coaching Inbound calling. Building a customer service department takes time, dedicatio read more
Top Contributor | Diamond Partner
May 23, 2022 00:43
Hi ! I'm waiting for Inbound calling to be available in Europe to test it out ! 😉 I also noticed some improvements ideas for the Service more
CGoodwinOlsen on April 25, 2022
We are looking for advice regarding best practice for handling tickets where the topic/issue, and therefore resolution, is common for multiple customers. Use case : an issue with out product occurs which impacts many or even all customers, so m read more
Accepted Solution
Thought Leader | Partner
May 10, 2022 06:39
Hi @CGoodwinOlsen , You are correct that using marketing email based off of a list would not associate back to the ticket, nor would replies more
JonathanS on February 24, 2022
Hey fellow HubSpotters! I part of Aptitude 8's product team A8Labs. We're currently in beta for a new SLA tool (Timerman SLA) that allows you to track and record both ticket and deal times in each stage down to the minute! Timerman also allows read more
Community Manager
February 25, 2022 13:40
Thank you for sharing @JonathanS ! Kindly, Pam
BBrown9 on February 16, 2022
Hello, Im trying to calculate the SLA for our tickets - I want to use 2 ticket properties to calculate another property e.g. SLA Impact SLA Urgency Add those two together to make another field show an option. e.g. if SLA Impact is 2 read more
0 upvote
5 Replies
Accepted Solution
Hall of Famer | Partner
February 16, 2022 07:40
Hi @BBrown9 , Could you double check that you created these properties as ticket properties (and not accidentally for another object, e.g. more
BBrown9 on February 16, 2022
Hello, How can I create a report to show tickets not updated in the last 14 days?
0 upvote
1 Reply
Accepted Solution
Hall of Famer | Partner
February 16, 2022 02:50
Hi @BBrown9 , This requires a Professional subscription and custom reports. Navigate to Menu > Reports > Reports > Custom more
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