June 11, 2025 HubSpot Updates - Ticket Routing Engine Balanced Distribution Updates

  • 21 min

June 11, 2025 HubSpot Updates - Ticket Routing Engine Balanced Distribution Updates

Wake Up! Customer Platform - The Unofficial HubSpot Updates Morning Show

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Discover the Latest Enhancements to the HubSpot Platform

On [insert date], HubSpot announced a series of significant updates aimed at enhancing user experience and improving productivity. These updates were detailed in a recent episode of "Wake Up! Customer Platform" hosted by Casey Hawkins and George B. Thomas. The episode covered new features in hashtag management, ticket routing, deal metrics customization, guided actions, and native table reports on iOS.

Platform Updates Detailed

New Hashtag Bank in the Social Editor

HubSpot introduces a new hashtag bank in the social composer, designed to help marketers save and reuse their favorite hashtags efficiently. This feature includes auto-detection of hashtags and capitalization preservation.

• Feature Highlights:
  • Save and reuse favorite hashtags
  • Auto-detect and pre-select hashtags already in the post
  • Preserve capitalization of hashtags

Host Casey Hawkins reflects on the utility of this feature, sharing a personal anecdote about maintaining a list of hashtags on her phone during her sailing Instagram days. This new functionality promises to streamline social media management for marketers.

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Enhanced Ticket Routing Engine for Balanced Distribution

The ticket routing engine update aims to create a more balanced distribution by considering different ticket types such as calling, messaging, and email. This update prevents the assignment of messaging tickets during active calls, reducing the juggling act for service reps.

• Feature Highlights:
  • Considers ticket types (calling vs. messaging vs. email)
  • Prevents messaging assignments during active calls
  • Updates balanced distribution based on ticket capacity limits

George B. Thomas emphasizes how this update addresses the challenge of managing multiple communication channels simultaneously, making it easier for service reps to focus on their tasks.

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Customizable Deal Metrics for Tailored Reporting

HubSpot now allows users to customize deal metrics on the deals index page. Instead of being limited to default metrics, users can tailor the display to show the information most relevant to their business needs.

• Feature Highlights:
  • Customizable metrics on the deals index page
  • Tailored reporting for faster, more informed decision-making

Casey Hawkins notes that this update is particularly beneficial for teams that prioritize metrics like ARR/MRR over total deal amounts, providing a more relevant overview of their performance.

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Adjustable Guided Actions in the Sales Workspace

Admins can now customize guided actions by toggling them on or off, adjusting trigger timeframes, and modifying suggested actions. This feature ensures that recommendations align with the unique processes and requirements of each sales team.

• Feature Highlights:
  • Toggle guided actions on/off
  • Adjust trigger timeframes
  • Modify suggested actions

George B. Thomas and Casey Hawkins discuss how this update allows for more personalized and relevant sales workflows, making the sales workspace more efficient.

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Native Table Reports on iOS for Better Mobile Experience

HubSpot has made table reports on iOS fully native, improving the display of information on dashboards. This update includes larger tap targets, dark mode support, and text that no longer appears cut off.

• Feature Highlights:
  • Larger tap targets for easier interaction
  • Dark mode support
  • Improved text display without cut-offs

George B. Thomas highlights the importance of this update for mobile users, noting the enhanced usability and visual appeal of table reports on iOS devices.

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Community Discussions and Ecosystem Insights

During the episode, the hosts encouraged community participation by inviting viewers to share their experiences and insights. For example, Casey Hawkins mentioned how she would now use the hashtag bank for her LinkedIn posts, reflecting on her inconsistency with hashtags. They also discussed the potential for future updates, such as an iPad version of the app, which George B. Thomas eagerly anticipates.

Key Takeaways and Next Steps

The latest HubSpot updates introduce several enhancements designed to improve user efficiency and productivity. Key takeaways include:

• The new hashtag bank simplifies hashtag management for marketers.
• The enhanced ticket routing engine ensures balanced distribution and reduces service rep overwhelm.
• Customizable deal metrics provide tailored reporting options.
• Adjustable guided actions allow for personalized sales workflows.
• Native table reports on iOS offer a better mobile experience.

Users are encouraged to explore these new features and provide feedback to HubSpot. For those interested in beta testing the ticket routing engine update, join the beta here.

Stay tuned for more updates from HubSpot as they continue to innovate and enhance their platform to meet user needs.