Great minds think alike

GDAccred · ‎Jan 27, 2021

Currently, Hubspot reporting's smallest time increment is by day. One of the key metrics that a scaling support team needs in order to determine bandwidth and when to hire a new rep is to work out at what times during the day ticket volumes increase or decrease. If Service Desk reporting could start to include reporting down to hours, that would be extremely helpful to our team.

CMinch2 · ‎Jul 6, 2022

Please display who was bcc'ed onto an email reply in the ticket view. Right now, in order to see this information, I need to track down the conversation in the Conversation Inbox. I want to make sure the messages I previously sent go to the right bcc group of people, and if I need to send another mass email to the same group, I can quickly reply all within the ticket.

BRolfe · ‎Dec 13, 2021

It would be great if HubSpot could have an Canny.io integration. Or add similar features to Service Hub? Having this functionality would be highly beneficial to our SaaS business. As a product manager, I want customers to be able to view customer feature requests & road map from our website so that customers and the internal team can track ticket progress and upvote features. Places where feature should come from: Customer Chatbot/live chat Email Create a post on the website Internal team Create a post on the website Additionally, if this feature could integrate with tools like Linear/Monday.com/Jira so that process would auto-update.

JTobón · ‎Feb 1, 2022

I have the same issue. I need the attachments to be sorted in a specific way for tickets (alphabetical or chronological) so that way it can be easy to visualize documents in an easier way. Unfortunately, today I made the request, but the HubSpot team told me this is not available.

spencer_martin · ‎Jan 29, 2021

The "viewing" feature (more info in this knowledge base article) is meant to provide transparency and prevent a chat from being triaged by two users at the same time. It would be nice though, to have the option to disable this feature, or at least make it so that if you open chat, the default chat that opens doesn't display that you are "viewing" it. It can be a bit awkward to feel like multiple individuals are viewing a chat, when really all they did was hop into the inbox.

SEnoksen · ‎Apr 17, 2023

I would really like to change this text or add search suggestions under the "finn svaret raskt"-field. If we could add hyperlinks here to our articles in Knowledge Base, contacts could be able to find the answer to the most asked questions without even having to type anything. This could help our service team significantly. It would also be beneficial if we could see the click-rate for these pre-answered questions. 😀

AForcade · ‎Sep 15, 2022

Currently, all emails for a thread ID are saved in HubSpot and linked to a ticket (if there are tickets set up). Due to this, even if the alias attached to the Conversation inbox is taken off the thread, email responses will still open up the ticket/Conversation, affecting SLAs. Proposed solution: have an option to have thread responses which do not have the Conversation inbox's alias copied not re-open the conversation/ticket.

Mugyver · ‎Jul 28, 2022

Customers/users are able to submit tickets with detailed descriptions, but they are unable to view those description details when drilling into the ticket itself from the CSP. When you have multiple users handling tickets, it is important to be able to provide them with the entire view so everyone can be aware of what each ticket is about with more context than just the subject line.

SamuelBanks · ‎May 5, 2022

Hey HubSpot, We work with a number of clients (particularly in Property) who have a Head Office and development specific inboxes they would like to manage. We're aware HubSpot allows you to connect the same email across inboxes, i.e. I could connect birmingham@demo.com to both the Birmingham inbox and the Head Office inbox. However, whilst this gives visibility of the initial conversation, it doesn't share the activity in real-time as it happens into both the Head Office and Birmingham inbox. Essentially, we would like our Head Office to be able to see all conversations with the most up-to-date information without the need to go into each inbox individually to check. It would be great to see support for this!

Great minds think alike

Generate Reports Using Hours

Display BCC email contacts in the ticket view

Canny Integration

Sort for attachments in tickets (Customise order of attachments)

Option to disable other users who are "viewing" a chat

Change default message under the search-field when combining Knowledge base and live chat

Have option not to log every response to an email thread if Conversation alias is not copied

Customer ticket view missing description

Share Conversations Across Inboxes into a Central Inbox

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