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Customer Success & Service

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SLAs and office hours
- I would like to know how to calculate my SLAs based on my office hours (9h until 18h) SLAs should intelligently adapt to the configured office hours and holidays, ensuring customers receive prompt service during business hours and preventing SLA breaches when the team is offline. Ex: If a customer opens a ticket on Monday at 5pm and the agent doesn't respond until Tuesday at 10am, the first response time should be 2 hours, not 17 hours. ...read more
Trigger workflow on feedback survey submission
- I need to create a workflow that triggers every time someone submitts a spesific feedback survey (even if they do multiple times). I somehow cant find the rigth way to set up these triggers. Any help? I was thinking about doing this thru lists, but it must be a better way to set up trigger.. FYI: Going to use this to send a follow up email after they submitt the survey ...read more
Certificate of completion for customer
- I am also curious to know if HubSpot allows us to produce a personalized certificate of completion for our customers upon the completion of a course or some other condition that we define? That is, can we produce a certificate template in HubSpot and have it auto populated for a customer/member once a certain condition has been met…and the certificate is produced and emailed to that customer/member. ...read more
Overwrite knowledge base modules (like search box)
- Hi, Currently testing with overwriting some basic css, in this example the search box used in the new knowledge base. In the example I'm trying to overwrite the . hs-kb-search-input-wrapper. I added a stylesheet with the class, but it doesn't seem to apply. What am I doing wrong? ...read more
How to create an "average open ticket" report
- Hi, I'm looking for a metric where it details how long a ticket has been open. I've tried everything thats available in the report suite. There's a "time to close" metric which is great but I also need the same for "open tickets". The reaason is I'm looking to report on the average open time of bugs tickets that are raised through the service desk. Does anyone have any suggestions? Any advise would be greatly appreciated ...read more

CFroyd on December 12, 2024

Tracking Users and Their Surveys

We want to implement a "shared link" survey and plan to have it show up in-app to our customers. Is there way to associate users with their survey answers? I see we can add a required entry for email address, is that the only way, or does it d read more

Reply Discussion Enterprise Feedback Surveys

0 upvote

2 Replies

Jigar_Thakker

Key Advisor | Diamond Partner

December 13, 2024

Hi @CFroyd , To associate survey responses from a shareable link with a contact record in HubSpot, you'll need to include the email field in th...read more

Solved

JJ9 on December 12, 2024

Customer answered from different email as saved as contact in ticket

Hi, I am looking for a solution how to match customer answer to my existing ticket. Normally we communication with customer per email and his contact is matched to the ticket. However, my customer replied from other email and his original email read more

Reply Discussion Starter

0 upvote

1 Reply

Josh

Recognized Expert | Diamond Partner

December 12, 2024

Hi @JJ9 , If you have existing tickets for contacts in HubSpot but they send an email without replying to the original ticket, it won't associ...read more

Solved

KBillings on December 11, 2024

Auto acknowledgement workflow doesn't log email in ticket

Is there a way for the email sent to a user after they submit a ticket can be logged in the ticket activity? We currently have a workflow that sends the acknowledgement email based on the source of the ticket and pipeline status it's in but that ema read more

Reply Discussion Workflows

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6 Replies

KBillings

Participant

December 11, 2024

Great - Thank you so much for your replies!

Solved

MMcLane on December 11, 2024

Search multiple KB's at the same time

Is it possible to search multiple kbs at the same time and then to filter the results based on kbs? It seems that something like this is happening on the Hubspot Help Center.

Reply Discussion Knowledge Base

0 upvote

2 Replies

DavidMark998

Member

December 12, 2024

Yes, it is possible to search multiple KBs (Knowledge Bases) simultaneously and filter the results by KBs, depending on the platform or tool you're u...read more

Solved

SBrooks10 on December 11, 2024

1 Email to Multiple Ticket Pipelines Not Creating Multiple Tickets

We have multiple ticket pipelines created, each with their own email channel. This may be unique, but I need to be able to email each pipeline and have it create a ticket for each pipeline it is sent to. This is because each team that owns the read more

Reply Discussion Tickets

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1 Reply

karstenkoehler

Hall of Famer | Partner

December 11, 2024

Hi @SBrooks10 , There is no default feature for this, no. If you have access to ticket based workflows however, you can easily create clones o...read more

TDo7 on December 10, 2024

How can it sanitize data, including attachments?

We're having security issues when user open attachments which are injected script and sent from the conversation with BOT, which could be dangerous for our clients's data, but it seems like you dont have any event ỏ method to help us verify or sanit read more

Reply Discussion Chat

0 upvote

1 Reply

Jigar_Thakker

Key Advisor | Diamond Partner

December 10, 2024

Hi @TDo7 , To sanitize and verify user-uploaded data and attachments, I would recommend implementing a combination of approaches. Starting by u...read more