Great minds think alike

One of the challenges we have with outbound calling from HubSpot is that our answer rates are low.  We have implemented Caller ID on the Twilio number we own that is used in HubSpot for outbound calling.  The problem with Caller ID is that it doesn't work all of the time and it can be spoofed.  How/when Caller ID works is dependent on carriers, device settings, etc.   We would like to see support for Branded Calling in HubSpot.  Branded Calling will gain momentum in the marketplace as it provides several benefits that HubSpot customer doing outbound calling can benefit from.  This includes:   Increased Customer Trust - people are 2/3 more willing to share information with orgs if the incoming call is branded. Increase Security Against Fraud - consumer can identify the company calling and answer without fear of being scammed. Improved Answer Rates & ROI - calls are authenticated from the first ring improving call pick-up rates. Here is more information on Branded Calling on Twilio's website.    Thanks. ...read more

How to prevent a hubspot user from seeing custom events? Unfortunately there is no such option, although it would be important for security reasons. We would like to create restricted access for an external marketing expert, but we cannot control whether he can view or modify custom events. This is a security issue that we have no control over! ...read more

Currently, we can change the customer portal to allow contacts to view all tickets that are associated with their primary company. This setting applies to all companies (and all contacts).   We would like to grant this kind of access only for specific contacts (or at least only to contacts from specific companies), because: Some of our customer request this kind of access, at least for a couple of key people collaborating with us. For some customers allowing everyone to see all tickets from everyone else would open a hugh data-security issue, e.g., if some projects we work with are confidential. Currently, we cannot serve both these demands and have to stick with people only having access to their own tickets, because data security trumps ease of communication... ...read more

I'd like to propose an enhancement to the editor interfaces in HubSpot that could significantly improve user workflow and productivity. Currently, e.g. in the Marketing Email Editor, there's an "Exit" button in the top left corner that takes users back to the Marketing Email overview:   The "Exit" button in the top left corner of the Marketing Email Editor   While this is useful in some scenarios, our team has observed that it doesn't always align with our workflow needs. We suggest adding an "Open in New Tab"-option or something similar next to or instead of the current "Exit"-button. This would allow users to open the Marketing Email overview in a new tab while keeping the current email draft open for editing.   Benefits: 1. Users can reference other emails without losing their place in the current draft. 2. Ability to work on multiple emails simultaneously. 3. Easy access to the full email list for inspiration or consistency checks. 4. Minimizes the risk of unintentionally leaving the email draft.   Use Case: When crafting or editing an email, we often need to reference other emails for consistency in style, content, or design. The current "Exit"-button forces us to manually open the other emails in additional tabs; involving several tiring clicks until we get to the emails we want to open, and potentially losing our train of thought.   An "Open in New Tab"-option – also in other HubSpot editor interfaces (e.g. for CTAs, Blog, Website and Landing Page) – would seamlessly solve this issue. We believe this small change could lead to a significant improvement in user experience and productivity for many HubSpot users. ...read more

The current SLA system lacks flexibility for teams handling phone calls and complex workflows. We propose enhancing SLA management to address these challenges.   Use Case Our team creates tickets for product/image amendments, often initiated by phone.   This leads to:   Distorted "Time to First Reply" metrics when no written response is needed. Inaccurate SLA tracking during internal processes after phone interactions. Proposed Features: Customizable Start Time: Allow manual setting of SLA countdown initiation. Pause/Resume Functionality: Enable pausing and resuming of SLA countdown. Edit Existing SLA: Allow modification of SLA settings on existing tickets. Conditional SLA Triggers: Set conditions for SLA countdown start. Phone Call Handling: Option to mark tickets as "Responded via Phone" to stop "Time to First Reply" SLA. Internal Workflow Status: Introduce status to pause customer-facing SLAs during internal processes. Benefits: Increased SLA management flexibility Accurate response time representation Better alignment with varied business processes Improved customer satisfaction More precise performance reporting   ...read more

Currently, there is no general setting to select if contacts should or shouldn't be created from Zoom. It's either all or nothing. The Zoom integration is very limited in its settings. If I don't want a certain Zoom Webinar to create contacts in HubSpot, the only option is to go to "Manage individual webinars for this user" in the user settings (within Global Settings of the Zoom integration). When I click that, I can see every single individual webinar that syncs from Zoom to our HubSpot account. I can select the specific webinars I do not want to sync to HubSpot - AKA if I uncheck those webinars, they will not create brand new contacts in HubSpot and, therefore, solve our problem of newly created contacts floating around in HubSpot with no associated objects. This is a very manual process for every single webinar we create that we don't want to be synced to HubSpot. Having an option to automate this process would be great. For different types of webinars that we do, we still sometimes need the Zoom integration to sync when we use a HubSpot form and workflow to register contacts to a Zoom webinar, so that's why we can't turn the sync off entirely. ...read more

It would be great if starter customers could have the option to purhcase the SMS add-on especially when SMS can be a huge channel for SMBs.    While there are 3rd party integrations, this increases the friction for customers who want to use HubSpot as a all for one platform.  ...read more

Currently, by default, subthreads are excluded from triggering ticket automation as the assumption is that subthreads will not usually involve the contact, so they should not update the ticket e.g. reopen it.   We would like to have the option to let tickets re-open if the contact reply was forwarded since most of the users have to manually re-open due to forwarded or subthread replies from  contacts ...read more

it would be ideal to be able to select the categories of cookies available on the banner accessible to users, so that they do not have the option of accepting them / are not frightened if they are unused cookies ...read more