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KDarrah
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Member since ‎Oct 21, 2021
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Kristina Darrah

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James-Preseem on August 19, 2020
Prevent previously closed tickets from reopening.
I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket. As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelate read more
Reply Idea Conversations Reporting Tickets
189 upvotes
48 Replies
KDarrah
Member
March 08, 2023
We've ran into this issue as well and have struggled with obtaining an understanding of our reopen rate and reopen reasons. We would like to be able ...read more
KNault on July 08, 2021
Automatically Find Potential Duplicate Tickets
On the ticket object, it would be helpful if there was functionality that automatically identified any potential duplicate tickets. This would avoid multiple people working on the same request. We previously used Sales Force and an app by Internet read more
Reply Idea Tickets
13 upvotes
7 Replies
KDarrah
Member
March 08, 2023
There is currently a way to manage duplicate contacts in HubSpot and I would love if this feature could be extended to service hub as well for ticket...read more
KDarrah on October 11, 2022
Rule Based Ticket Routing
I have different level agents that can handle specific tickets. I can assign certain rules to label the tickets coming in as level 1 or 2 but if I have agents in both level 1 and 2 they will be assigned more tickets than agents in just one level. I read more
Reply Idea Tickets Users & Teams & Permissions Workflows
0 upvote
0 Reply
KDarrah on April 27, 2022
Departments Collaborating on Support Tickets
It would be beneficial if multiple departments can collaborate on a single support ticket. This way multiple tickets do not need to be created for a single case issue. Idea: If a single support ticket could host multiple pipelines and statuse read more
Reply Idea Activity Feed HubSpot Support Tickets Users & Teams & Permissions Workflows
0 upvote
0 Reply
KDarrah on April 13, 2022
Report on Tickets with Last Reply from Customer
I am looking for ways to help my support agents manage their backlog (personal open tickets) more efficiently. It would be nice if there was a way to create a report for them that shows Tickets by stages (regardless of pipleline) with the last reply read more
Reply Idea Analytics Tools Tickets
0 upvote
0 Reply
KDarrah on March 07, 2022
View Tickets across multiple pipelines or link tickets
I am trying to enhance cross-department communication and we run into the following issues. I believe being able to link tickets or for multiple teams to be able to work on a single ticket and view in their pipeline and be used for their metrics sep read more
Reply Idea Tickets
0 upvote
0 Reply
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