With the new year in full swing, HubSpot is kicking things off with updates to help you achieve your goals and work smarter in 2025. Let’s take a look at this latest enhancements!
Here are the Top HubSpot Updates for the past week ending January 10, 2025:
You can now create workflows centered around calls. With this change, you can now trigger automation based directly on all calls that happen or are logged for your contacts. Then, you can use workflow actions to create standard, automatic internal processes for call follow up or management.
For example, you could send the summary and outcome details of a call to the sales rep or their team over Slack.
To create a call workflow:
The URL Personalization Token Support in Marketing Email rollout allows users to easily add personalization tokens as the link in buttons and images in your Marketing Email, increasing the relevance of your email content, your conversion rates, all while saving you time and effort.
Oftentimes unique and personalized URLs are stored in properties on contact and other records in your HubSpot CRM.
This rollout allows users to easily add personalization tokens as the link in buttons and images in your Marketing Email, increasing the relevance of your email content, your conversion rates, all while saving you time and effort.
For adding personalization tokens to a Button:
For adding personalization tokens to an Image:
The Help Desk Summary provides you with an overview of the latest team metrics and updates from your Help Desk tickets, answering the question "What is important for me as a support team manager today?"
Managers of support teams need a central place to gauge the health of your team in the context of the current caseload and customer interactions. Having a pulse on the daily rhythms of agent availability and performance allows managers to better assess where they need to reallocate resources, provide coaching, or even step in themselves on case management.
Visit the Help Desk Workspace and click on the new Tab called “Summary”. You can access key information on your support team's performance, focussed on today's results.
Today’s team summary:
Team availability to see each agent’s current availability status and ticket assignments
SLA progress to evaluate today’s performance by SLA type. For each SLA type you can access:
Today’s tickets by channel to monitor volume of tickets across channels
Calling performance
The Help Desk Analyze Tab provides leaders of support teams a holistic overview of the performance of their Help Desk. Leaders will be able to easily identify trends enabling their support organization to engage in data driven planning.
Users will be able to analyze out-of-the-box reports centrally in their Help Desk, reviewing performance over the last 365 days about key data:
Users will also be able to generate AI insights to get more details about each report by clicking on Actions > View > AI Insights on an individual report.
Providing support leaders with an overview of the last 12 months of key data is essential for identifying trends, evaluating the effectiveness of past strategies, and making data driven decisions. This historical perspective aids in strategic planning and resource allocation, ultimately enabling managers to drive business success and achieve organizational goals.
Workspaces > Help Desk > Analyze Tab
Users can also filter reports on the dashboard by using quick filters.
These new data points will allow you to gain actionable insights into user and contact reply behavior, enabling you to evaluate the health of your team and customers effectively.
These new data points will enable you to analyze:
Understanding reply behavior is crucial for maintaining an efficient and responsive Help Desk team. With our new reporting feature, Helpdesk Managers can identify patterns and areas for improvement, leading to increased team performance and customer satisfaction. By making data-driven decisions, you can ensure timely responses, better support quality, and foster stronger relationships with your customers.
You will be able to access these reports in the Service Hub Analytics Suite (Reporting > Service Analytics > Ticket replies) or create these reports from scratch in the Custom Report Builder (Reporting > Reports > Create new report > Custom Report Builder) in the section "Service" and "Help Desk messages".
You can also view 2 Message Analytics out-of-the-box reports in the Help Desk Analyze Tab (Workspace > Help Desk > Analyze).
You can now archive properties used in index page views without needing to remove them from each view.
This update will make maintaining a clean data model easier for admins. With this change, you can archive a property immediately if its only use is as a sort or column in a view. This helps users see only the most valuable properties in your portal.
Object > Settings > Properties > More > Archive
The new archive experience will display two categories:
As part of the enhanced archive experience, you can now view whether a property is used in CRM record page cards (data highlight card, property lists). You will not be prevented from archiving properties used in cards.
The new archive experience will also display additional information about the lists and workflows a property is used in, specifically:
This information can be used to better understand how a property is being used across HubSpot.
2025 is here and there is no better time to set yourself up for success. Why not start the year strong by bringing your HubSpot to life? Whether it’s refining your workflows, launching impactful email campaigns, or setting up insightful reporting, we’re here to help you turn HubSpot into a powerful growth-driving machine.
Here’s how Orange Marketing can help:
Don’t wait to get started. Contact us today and let us help with r HubSpot working harder—and smarter—for your business!