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MasterEales
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Member since ‎Sep 10, 2019
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Chris Eales

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AnnaDeGuzman on December 11, 2019
Automated E-mail Responses
We are currently setting up our customer service structure through HubSpot Service Hub. One of our main requirements is that - when a customer needs help and send us an e-mail through our shared inbox, we want to be able to set-up an autom read more
Reply Idea Conversations
21 upvotes
1 Reply
MasterEales
Participant
December 18, 2019
The way I did this for me, is create a workflow an Automation Workflow - Settings > Tickets and then Automation. My workflow was: When the ticke...read more
CarlosRdz on August 25, 2019
Ability to see if an agent is working on a ticket
We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agen read more
Reply Idea Tickets
95 upvotes
46 Replies
MasterEales
Participant
November 25, 2019
Yes would make it easier for my team so we don't all try and reply to the same ticket!
simonsmith on June 07, 2018
Allow for private knowledge base articles
While we want most knowledge base articles to be public, there are some we want to keep private so that only our customer service representatives can view them. For example, a customer might ask a question that's sensitive, and we want to have an ar read more
Reply Idea Knowledge Base
118 upvotes
31 Replies
MasterEales
Participant
October 31, 2019
It would also have been good if you could restrict the Knowledge base itself, so if someone finds our URL to our KB site, they get a page saying they...read more
jenniferlim on November 25, 2018
Save email draft in CRM
It would be great if HubSpot would allow me to save a draft of my email in the CRM.
Reply Idea Connected Email Contacts & Companies Conversations
299 upvotes
100 Replies
MasterEales
Participant
October 22, 2019
Yes we need this, moving from away from Zendesk I would have thought this would have been standard.
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