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Top Resources for Customer Success & Service

  • ChatBot AI Data Training

    • Hey everyone, I'm excited to try out the HubSpot AI chatbot but I noticed it only accepts training data through URLs. What's the best way to add data from Word documents, PDFs, or Excel files for the chatbot? Do I need to put that data on a webpage, or is there an easier method, like hosting the file on HubSpot or Google Drive? Thanks! ...read more

  • How Do I Make Ticket Replies Follow a Custom Subject Line Format?

    • Hi HubSpot Community! I’m working on setting up our customer support ticketing system in HubSpot, and I could use a bit of help. I’m trying to ensure that all our ticket-related emails follow a consistent naming convention in the subject line, similar to HubSpot’s own setup. I want all emails related to a ticket, including replies from our team, to have a subject line like this: Ticket #[Ticket ID] – [Ticket Name] And I’d love ...read more

  • Automation Task for Customer Service

    • Hi HubSpot Community, I hope this message finds you well. I'm currently exploring ways to optimize our customer service processes using HubSpot, and I would greatly appreciate insights and recommendations from those with experience. Specifically, I'm interested in learning about best practices for managing customer interactions, leveraging automation for support tasks, and any tips for enhancing overall efficiency within the HubSpot platform. ...read more

  • Associating tickets that are both associated to the same deal

    • I'm looking for a way to automatically associate tickets if they both associated to the same deal. To explain how we have our process set up... We have our service order forms from our website save as tickets that are manually associated to a deal. When the deal is won... a new service ticket (in a separate ticket pipeline) is automatically created associated to the deal, to begin completing the service order. We'd like for the original se ...read more

  • How to Automate Ticket Responses with AI and Related Articles from Knowledge Base in Service Hub

    • Hi Guys, We already have a ticketing system (Service Hub - Help Desk) where users can submit tickets through email, phone, or our customer portal. When a ticket is submitted and received , I want to trigger an automated response. The response should include suggestions for articles from our knowledge base that may help resolve the issue. Here’s a detailed breakdown of what I want to achieve: Automated Response Trigger : Wh ...read more

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adriano-azos on July 17, 2024
SSO: Firebase Auth + Customer Portal, How I configure it?
Hello there, How do I configure the customer portal to connect with Firebase Auth to avoid creating a separate account system? Where do I get the URL on Firebase, auth to configure SSO with SAML or another way?
Reply Discussion best practices Developer How-To Integrations Tickets
0 upvote
1 Reply
PamCotton
Community Manager
July 17, 2024
Hey @adriano-azos , thank you for posting in our Community! To connect your HubSpot customer portal with Firebase Auth, start by setting up ...read more
DKeating on July 17, 2024
First Contact Resolution (FCR)
Your article "11 Customer Service & Support Metrics You Must Track" correctly mentions FCR - but for some reason it's not something that you can actually track by defualt in HubSpot!! There's a few questions on the forum about this, but the read more
Reply Discussion Tickets
0 upvote
1 Reply
PamCotton
Community Manager
July 17, 2024
Hey @DKeating , Thank you for your feedback on tracking First Contact Resolution (FCR). Although HubSpot doesn't have a default FCR trackin...read more
Solved
Matt-B on July 17, 2024
ChatBot AI Data Training
Hey everyone, I'm excited to try out the HubSpot AI chatbot but I noticed it only accepts training data through URLs. What's the best way to add data from Word documents, PDFs, or Excel files for the chatbot? Do I need to put that data on a web read more
Reply Discussion Chat
0 upvote
1 Reply
karstenkoehler
Hall of Famer | Partner
July 17, 2024
Hi @Matt-B , For now, the AI chatbot is limited to Knowledge Base articles and publicly available URLs. As part of that, publicly hosted pdf s...read more
ADuross on July 16, 2024
Keep users from logging emails to tickets in certain pipelines
We are having an issue where emails sent from Team B regarding tickets in their pipeline are being automatically logged to tickets in the Team A pipeline. These emails keep reopening resolved tickets in Team A's pipeline. Both teams need to be a read more
Reply Discussion Tickets
0 upvote
1 Reply
TomM2
Thought Leader | Platinum Partner
July 17, 2024
Hey @ADuross I don't think this is possible at the moment. HubSpot has a never log email list which you can set specific email addresses to not ...read more
Scottland23 on July 16, 2024
Cookie Error, but All Cookies are Enabled
We have several clients who are accessing Hubspot webpages that have embedded forms (from the form module). However, on their webpage where the form should be, they receive the following error message: Error: Cookies Disabled Your Cookies are read more
Reply Discussion Website Pages
0 upvote
2 Replies
Scottland23
Participant
July 17, 2024
Hi @TomM2 - Thanks for the reply! This is occuring for about 10% of our clients. Unfortuantey, no one on the internal team has been able to replica...read more
Solved
MIS121 on July 16, 2024
Email for User being blocked
Hi, I don't know if this is the correct category, I was told to post here to try and get my issue resolved. I am encountering the issue where a users email address has been blocked by HubSpot because of an initial bounce-back https://knowle read more
Reply Discussion Tickets
0 upvote
1 Reply
karstenkoehler
Hall of Famer | Partner
July 16, 2024
Hi @MIS121 , There is a dedicated thread on this topic: https://community.hubspot.com/t5/Account-Settings/New-user-not-receiving-welcome-emai...read more

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