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Top HubSpot Updates - Monday Recap - Apr. 1, 2024

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Top HubSpot Updates for the past week ending April 1, 2024:

  • Import Now Shows Potentially Impacted Workflows and Lists, 
  • All-New Help Desk Workspace for Support Teams, 
  • Simultaneous Ring for up to 100 Agents.

Import Now Shows Potentially Impacted Workflows and Lists

HubSpot now surfaces property usage for lists and workflows directly within the import tool. This makes it easy to catch whether your import will unintentionally enroll records into a list/workflow that could lead to further downstream data quality issues.

How Does It Work?

After completing the mapping step of the import flow, click next. On the final details step of your import, you'll now see a new section where we surface the downstream impact of your import.

Clicking into this, you'll see a list of the workflows or lists this import could potentially impact, along with the properties shared between your import and the list/workflow.

For scenarios where the tool surfaces many workflows or lists, you can filter this sidebar by a specific property included in your import. If you'd like, you can also click on any list/workflow to investigate further.

All-New Help Desk Workspace for Support Teams

Help Desk is HubSpot's new ticket management workspace, which is purpose-built for your support team to provide efficient and empathetic customer service.

Help Desk consolidates tickets and conversations in a centralized workspace, allowing your support team to intake, triage, troubleshoot, and resolve customer requests much more efficiently. With omnichannel messaging, a 360-degree customer view powered by the CRM, and a growing list of AI-backed features, Help Desk contains all the tools your team needs to provide world-class service at scale.

How Does It Work?

Below are some of the key steps you can take to begin using Help Desk! For more information, visit the Help Desk Knowledge Base article.

  1. Navigate to Help Desk: You can find Help Desk by navigating to Service > Help Desk. You can find help desk settings by navigating to Settings > Tools > Inbox & Help Desk > Help Desk.
  2. Connect a New Channel: Under settings, admins can connect email, form, chat, bot, phone, and Facebook Messenger channels directly to Help Desk. Once connected, any incoming messages from these channels will automatically generate a ticket in Help Desk.
  3. Migrate an Existing Channel: If your team is already using the conversations inbox, admins also have the option to move an existing channel (and any associated conversations/tickets) from the inbox to Help Desk. Check out this Knowledge Base article for more information.

Simultaneous Ring for up to 100 Agents

Calling Channels in the Inbox and Help Desk now support ringing up to 100 agents simultaneously. 

Calling is one of the newest channels available in Inbox and Help Desk. Previously, inbound calls would only ring 10 reps at a time. This update expands that number to 100, supporting larger team sizes and higher call volumes.

How Does it Work?

To begin, you'll need to connect a calling channel to the Inbox or Help Desk. Next:

  • Click the settings icon in the main navigation bar.
  • In the left sidebar menu, under Tools, click Inbox & Help Desk and navigate to the desired tool.
  • Hover over the Calling Channel you've connected and click Edit. Scroll down to the Specific users and teams section.
  • Using the drop-down, select the users you'd like to route inbound calls to.
  • A maximum of 100 available users will be rang at a time when an inbound call comes in.

Please note:

  • Your device ringing should be set to Ring in HubSpot to receive inbound calls in the HubSpot browser.
  • After a user has been assigned to a number connected to a calling channel, they must visit the Help Desk or Inbox at least once to be able to receive calls in that channel.
  • The call window must remain open to receive inbound calls.

Could you use extra help to get the most out of HubSpot? Click here to get in touch with our team.