(Apr 17- Apr 22 ) The most recent developments in HubSpot product updates!

Since the release of help desk, HubSpot has heard consistent feedback that support teams are struggling to collaborate internally and with cross-functional stakeholders—like sales agents—when troubleshooting and resolving tickets. These changes will effectively replace comments with notes, addressing two of the biggest pain points our customers have shared:

• Streamlining collaboration between help desk and the ticket record by making information consistent across both! The HubSpot team has heard a lot of frustration about comments (which live in help desk) and notes (which live in the ticket record)—and the fact that these two things aren’t synchronized. Consolidating the experience by using notes as the single source of truth for internal collaboration aligns help desk with the rest of the platform and makes it easier for teams to stay up-to-date.
• Users will be able to create notes on ‘blank’ tickets from help desk. The team has also heard a lot of feedback related to not being able to comment on a ticket in help desk unless an external, customer-facing communication thread has been started. This set of changes will remove this limitation.

How does it work?

Here are a few ways your team might leverage notes in help desk:

• Creating a Note: Click into the “Notes” tab of the reply editor, add your content in the editor panel, and click “Create note”. The note will appear in help desk, in real time, alongside any other messages that have been sent or received from the customer.
• Editing a Note: Hover over the body text of an already published note, and click the pencil icon to edit it.
• Responding to a Note: To respond to a note directly with a nested comment, click "Add Comment" on a published note.
• Associating a Note with Other Records: If you'd like the note to appear on other record pages (for example, a contact or company record), update the associations using the "Associated with" dropdown in the note editor panel.
• Using Notes to Search for Tickets: You can search for tickets in the help desk search bar using keywords in notes.
• Viewing Note @Mentions: Tickets where you were @mentioned in a note or comment will appear in your "My Mentions" view.
• Getting Notified: Under Notifications settings, you can configure the following notes-related notifications (found under the Comments and Tickets sections). When turned on, these notifications will link users directly to the help desk ticket they pertain to. Check out this knowledge base article for more information on notifications.

Check out this knowledge base article for more details on creating, editing, and managing notes in help desk!

Please note: Slack, MS, and GChat Integrations have not yet been updated to support notes in help desk. If you have the Slack, Teams, or Google Chat help desk integrations set up, the experience will be degraded in the Private Beta. For this reason, we’d recommend holding off for a future iteration if your team uses any of these integrations (and will not approve requests for customers who have these integrations configured). Don’t worry—we’re already working on another update to address this!

With both date and time context, you can send truly personalized meeting reminders, event notifications, and confirmations that include exact times - creating clearer communication that drives better customer experiences.

How does it work?

• In your HubSpot account, navigate to Marketing > Marketing Email.
• Click the name of your email.
• In the Email Editor, click a rich text module to insert a personalization token.
• Place your cursor where you want to insert the personalization token, then click the Personalize dropdown menu in the rich text toolbar.

A new workflow creation experience

The create workflow process now starts directly in the workflow builder, with the ability to browse all available workflow triggers upfront.

>> Watch this 5 minute demo video to learn more! <<

In the past, when creating a workflow, the first step was to choose an object type. For newer users who hadn't yet learned HubSpot object terminology, the choice was overwhelming!

Even for experienced users, this meant committing to a specific object before confirming if the trigger you need will be available there.

If it wasn't, you may have assumed the feature didn't exist in workflows and miss out on an automation opportunity. At best, you'd need to go through the trouble of abandoning that workflow, creating a new one, and repeating that process until you found the trigger you needed.

With this change you'll go directly into the workflow builder after clicking "Create workflow", where you can immediately begin browsing all available workflow triggers!

You can more easily switch between different trigger options while in this flow, and maybe even discover some new triggers you didn't know existed!

When a trigger is selected in the new experience, HubSpot will set the workflow object type automatically, when possible, to save you time and clicks!

This update makes it easier for to you to find the best trigger for your process, while removing decision points with limitations that made it hard to get started.

How does it work?

Navigate to the workflows app, and click to create a new workflow from scratch. From there, you can:

• Search or browse through all available triggers
• Select and configure a trigger.
• If that trigger is only relevant to a specific type of object, we'll automatically set that for you.
• If you choose a trigger that applies to multiple types of objects, we'll ask you to specify the object type as a second step.
• Set up trigger refinement criteria, if applicable
• Configure re-enrollment and un-enrollment settings, if applicable
• Save your trigger, and move on to adding actions to your workflow!

If you aren't ready to set up your trigger, you can skip ahead by clicking "Skip and choose type of record..."

An object type does need to be set before actions can be added.

If you don't set up a trigger, the workflow will work for manual enrollment only, but an automated trigger can always be added later. For more detail on the functionality, see this knowledge base article and for more context on the change see this blog post.

Once you've joined the beta, you can toggle between the new and old experience using the green "beta" bubble in the bottom left hand corner of page while you're creating a new workflow.