will like to get a service level for each ticket status. for example if the "NEW" tkt was answered within service level before moving to "WAITING ON COUSTOMER"
@5551ok have you reviewed this knowledge base article I shared? https://knowledge.hubspot.com/inbox/set-slas-in-the-inbox
This has step by ...read more
Hi We're trying to find a way to calculate the time that has elapsed between one date and another. I can create a time between property with a Duration format and then convert that back into hours with another calculated property. The problem read more
Hi @GWebb6 ,
After conducting further research on this topic, I noticed that you have successfully identified a workaround in this regard: ...read more
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
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
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
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
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
The community and support for this issue is really below what I would expect from HubSpot. Clearly this is not a suitable platform for my need. I wil...read more
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
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
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
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
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
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
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
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
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
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
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