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Adriane on February 28, 2024
In the daily service routine, it's common for previously closed tickets to be reopened due to additional customer inquiries. However, creating report data for such scenarios in HubSpot can be challenging. Besides the standard "Time to Close," read more
Most Valuable Member | Diamond Partner
February 29, 2024 07:46
Thanks for the tag @BérangèreL , this is a really great way to manage reopened tickets @Adriane , thank you for sharing your step-by-step process! ...read more
dhejl on February 04, 2024
Hello Community! I'm sourcing for inspiration / best practices when it comes to having multiple teams sharing tickets. Here's what I mean: When a new ticket is raised, team A has to complete certain tasks on their end They then shift it read more
0 upvote
2 Replies
Participant
February 20, 2024 16:37
Hi @dhejl , As @PamCotton mentioned, custom reports may provide the visibility you need for the items you mentioned. Custom views may be anoth...read more
OBrungot on January 04, 2024
Does anyone else have this issue, when using email forwarding, that the original sender of the email is not set as the associated company? It is my own company, which forwards email to Hubspot that get's associated. I've enabled the "Choose ori read more
0 upvote
4 Replies
Member
February 07, 2024 16:43
They are all assigned to my company, as it's my email server that does the forwarding to Hubspot. The picture on the initial post should be clear on ...read more
Solved
PCarlson9 on November 07, 2023
Use Case: A service rep needs help researching or resolving a ticket. They need the ability to notify/reassign(?) the ticket, but continue to track and have the ticker passed back with updates. The first level is to use the 'Owner' field, but wh read more
0 upvote
2 Replies
Accepted Solution
Hall of Famer | Partner
November 07, 2023 09:13
Hi @PCarlson9 , A notification can be achieved by simply mentioning (type @ followed by the user name) in a note on the record. Users ca...read more
Solved
jeldergsan on October 03, 2023
Can you add additional fields to the search when searching for companies to add to a ticket?
0 upvote
2 Replies
Accepted Solution
Hall of Famer | Partner
October 03, 2023 10:42
Hi @jeldergsan , Are you referring to adding an association for an existing company in the right sidebar of a ticket record? If so, unfortunat...read more
SSayed on September 08, 2023
Hi all! I had a couple of questions (2) regarding the available functionality of HubSpot, namely regarding automated emails and business hours. 1. Is it possible to set some sort of a 'schedule' for automated email responses? For examp read more
Community Manager
September 11, 2023 06:34
Hi @SSayed , Thank you for reaching out to the Community! Are you using the HubSpot Conversations inbox to manage your customer communicat...read more
Solved
JohanL on June 22, 2023
Hello all, Would it be a horrible idea to dynamically update ticket descriptions on emails sent/received to contain the full email conversation from the associated conversation? I would like to make it easier for our support agents to find tic read more
1 upvote
1 Reply
Accepted Solution
Recognized Expert | Platinum Partner
June 22, 2023 08:22
Hi @JohanL , I understand your ultimate goal here and I don't hate the idea. In my opinion it's worth trying with a small set of tickets using...read more
Solved
EWeinberg on June 08, 2023
Hello Hubspot community! I am faily new with Hubspot and could use a quick how-to guide for two reports I am needing to generate: Average ticket life or handling time from ticket creation to ticket solved. % Tickets closed in 24 hours I'd l read more
Accepted Solution
Key Advisor
June 08, 2023 15:26
It sounds to me like you should be able to do this with custom properties and then run reports on those properties. There is no simple how-to guide t...read more
Solved
lroquet on April 14, 2023
I am building some company level health reports and I need to be able to show the total number of open and closed tickets by company in the company it's self. The right side widget is not something I can use as I want to show the open and closed det read more
0 upvote
2 Replies
Accepted Solution
Top Contributor | Elite Partner
April 14, 2023 15:01
Hi @lroquet ! I'd recommend creating a few custom calculated properties and a workflow for this! 1. Create a custom number property on the tic...read more
MStJohn on April 14, 2023
Hi Hubspot Community! We are looking into reducing repeat questions asked + elimintate duplicate tickets through making adjustments with our SAAS product. Curious if anyone has used any Hubspot tools to accomplish identifying these types o read more
0 upvote
3 Replies
Participant
April 20, 2023 12:15
Ive been thinking of this and wished that there was a feature like JIRA has where you can use "Ticket Deflection" tactics. When a user starts to inpu...read more
Solved
RLugo on April 07, 2023
Hello hubspot, I wanted to know if there's a way to set custom templates for when adding notes and using emails when responding to tickets. I'm working as an employee.
0 upvote
2 Replies
Accepted Solution
Hall of Famer | Partner
April 07, 2023 11:04
Hi @RLugo , Yes, there is a feature for this that allows you to customize and insert text block. For full emails, you can use templates:...read more
Solved
PBarik on March 03, 2023
When a ticket is first created, will a "Ticket Owner" be assigned automatically or will the field be left empty? If it is automatic, is there one default "Ticket Owner"?
0 upvote
4 Replies
Accepted Solution
Hall of Famer | Partner
March 03, 2023 01:42
Hi @PBarik , Yes, this is possible in Service Hub Professional, using a ticket-based workflow: Menu > Automation > Workflows ...read more
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