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JDale
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Member since ‎Nov 18, 2022
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Jonathan Dale

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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
212 upvotes
64 Replies
JDale
Member
April 10, 2024
When you're in ticket 12345 and merge 67890 into it, every blank field in 12345 should be replaced by the contents from 67890, and all the associat...read more
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
212 upvotes
64 Replies
JDale
Member
April 10, 2024
When you're in ticket 12345 and merge 67890 into it, every blank field in 12345 should be replaced by the contents from 67890, and all the associat...read more
snedyavila on July 04, 2018
Automatically reopen closed tickets when they receive a reply from the customer
*Submitting on behalf of customer* Tickets are a great way of managing customer support/services. However, it would be helpful to allow for the automatic reopening of closed tickets that receive a reply from the customer. Currently when a ti read more
Reply Idea Tickets
92 upvotes
32 Replies
JDale
Member
February 20, 2024
This was implemented but not thought through at all. If a customer replies to a closed ticket on the same topic, sure, you want that ticket to reopen...read more
AnaMura on November 18, 2019
Create ticket from email
I know that Hubspot is not currently supporting this functionality, but it will help a lot to manually start a ticket from incoming email (not via workflow, but via Gmail extension) or from Slack, similarly to what you have for creating a new 'Task read more
Reply Idea Tickets
139 upvotes
59 Replies
JDale
Member
February 20, 2024
I understand the Outlook (desktop) client is getting deprecated anyway, so that's a bad sign for anyone who thinks they want more functionality in a ...read more
Brandonbaker on September 17, 2018
Default "From" email on Ticket email function
We need the ability to have a default email "From" setting when replying in Conversations and Tickets. Currently: It defaults to the user's email and they need to select the drop down in the from line to change to the team email. They have t read more
Reply Idea Tickets
112 upvotes
46 Replies
JDale
Member
February 20, 2024
The email used seems to vary randomly for us, which is not at all helpful. It's often one from the wrong continent, intended for use in the wrong lan...read more
JoeMayall on July 21, 2021
Create Multiple Tickets from a Single Conversation.
Sometimes clients send one email but within the email there are multiple issues that need to be handled by different teams (i.e. a billing related issue and a technical product related issue). To solve this, I wish we could create multiple tic read more
Reply Idea Tickets
22 upvotes
1 Reply
JDale
Member
October 26, 2023
And even if you manually make a new ticket linked to the same incoming email, every future email is going to come into both tickets. This is importan...read more
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