On July 16th, HubSpot announced several significant updates to its Customer Platform during the Wake Up! Customer Platform show. Hosted by Chris Carolan, Casey Hawkins, and George B. Thomas, the show detailed new features aimed at improving Help Desk operations, managing ticket capacity limits, and enhancing manual deal and company scoring in Sales Hub. These updates are designed to streamline workflow and enhance the user experience across the platform.
Help Desk Improvements: Notes Replacing Comments
HubSpot's Help Desk has introduced a significant change by replacing comments with notes. This update eliminates the synchronization issues between Help Desk comments and ticket notes, creating a unified space for internal conversations. The new notes feature enables support teams to collaborate more effectively within the HubSpot platform, reducing the need for makeshift solutions.
Key aspects of this update include:
To join the beta, request access here.
Managing Ticket Capacity Limits for Better Efficiency
HubSpot has also introduced user-based ticket capacity limits, allowing service managers to set different limits by ticket type—calls, messages, emails—based on the experience of individual representatives. This update aims to prevent reps from becoming overwhelmed, ensuring that they can handle their workloads more efficiently.
Key aspects of this update include:
To join the beta, request access here.
Unified Manual Deal and Company Scoring in Sales Hub
Another major update is the introduction of manual deal and company scoring within the Sales Hub. This feature allows for unified scoring of contacts, companies, and deals, facilitating better alignment in preparation for the legacy scoring sunset in August.
Key aspects of this update include:
To join the beta, request access here.
During the show, community insights and discussions highlighted the real-world implications of these updates. The hosts emphasized the importance of these quality-of-life improvements, noting that they make the tools feel more responsive and user-friendly. Community members also discussed the potential for increased efficiency and better alignment between teams, thanks to these updates.
The recent updates to HubSpot's Customer Platform are designed to enhance the functionality of Help Desk and Sales Hub, providing users with more efficient and integrated tools. Key takeaways from these updates include:
For users interested in accessing these new features, beta requests can be made using the provided links. These updates represent a significant step towards making HubSpot's Customer Platform more user-centric and efficient, reflecting the company's commitment to continuous improvement and customer satisfaction.
Stay tuned for more updates and insights from the Wake Up! Customer Platform show, and make sure to leverage these new features to enhance your HubSpot experience.