Tips, Tricks & Best Practices

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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
Recognized Expert | 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 upvote
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
kvonloesecke 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
kvonloesecke 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
Recognized Expert | 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
Roosi_Chris on November 09, 2021
Hey Guys. So we are currently building up our ticketing System. We already have one Pipeline in Productive use (internal). What is the best way to document the solution for resolving the problem of the ticket and be able to search for it? I kno read more
0 upvote
4 Replies
Accepted Solution
Guide | Diamond Partner
November 09, 2021 23:52
Hi @Roosi_Chris , HubSpot doesn't provide any such feature where you can document the solutions and find and use them again. So keeping the more
BryceChee on September 07, 2021
Hiya passionate Hubspot peeps! I'm building out some of our support systems and processes in Hubspot from scratch so I wanted to check in with the community if there are best practices to operating in Service Hub? I'm aware of: - Setting da read more
Guide | Diamond Partner
September 07, 2021 03:24
Hi @BryceChee , Apart from managing your ticket system through HubSpot, you can create a Knowledge base for your website visitors and also an more
mwada on July 12, 2021
We installed blow; onclick=";" When the chat-display was turned on,it worked. But the chat-display was turned off,it didn't work. Is there any other tasks to work onclick action with display turned off?
0 upvote
9 Replies
HubSpot Moderator
July 23, 2021 02:52
Hi @mwada To open the chat widget fully on mobile try changing your chat link href to include to #hs-chat-open: <a href="#hs-chat-open" more
Honorable on June 29, 2021
Hi there. I am de/reconstructing our customer onboarding process and would like to borrow (steal?) from the Hubspot playbook. 🙂 The biggest area I am having trouble wrapping my head around is using workflows vs. sequences in the onboarding p read more
1 upvote
5 Replies
Accepted Solution
June 08, 2022 22:00
Hey @Honorable ! This is super interesting problem, and it's very common from companies we talk to (we obsess over customer onboarding). Have more
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