Top HubSpot Updates - Monday Recap - Oct. 21, 2024

Welcome back to another weekly Top HubSpot Updates recap, where we highlight the most important changes and improvements from the past week.  Discover how these new features can seamlessly integrate into your existing workflow, making your HubSpot experience even more efficient.

Here are the Top HubSpot Updates for the past week ending October 21, 2024:

• Scheduled hours for SLA rules & SLA reports, 
• URL Personalization Token Support in Email.

Scheduled hours for SLA rules & SLA reports

With this change, Admins can now set the times when their SLA rules should be active and the time zone of reference. While viewing an SLA-based report, it is now possible to view the information based on the configured scheduled hours on the individual SLA rule.

Why does it Matter?

SLAs are as unique as the customers you serve, but they weren't very flexible for global companies with customers and teams across time zones and with complex service needs. Additionally, SLA reports did not consider scheduled hours to give an accurate measurement of adherence.

How Does It Work?

Setting SLA scheduled hours for All Tickets or One Property SLA rules

Within an SLA rule, Admins can change when the SLA timers are active and counting down. The default is 24/7, meaning SLAs will always count down. By choosing specific times, Admins can set the time zone and schedule for when the configured SLA will count down.

Setting SLA scheduled hours for each Conditional SLA rule

Within each conditional SLA rule, Admins can change when the SLA timers are active and counting down. The default is 24/7, meaning SLAs will always count down. By choosing specific times, Admins can set the time zone and schedule for when the individual SLA rule will count down. Each conditional SLA rule can have its own scheduled hours, allowing for flexibility in supporting complex, global teams and customers.

Note: Conditional SLAs are a Service Hub Enterprise feature

Option to view SLA Reports based on SLA scheduled hours

Within reports, there is a new option to choose to view SLA data without considering scheduled hours (24/7) or by considering scheduled hours. The report's calculation will consider the individual scheduled hours on each SLA rule.

Important Information

• This update is exclusive to Help Desk and Help Desk created tickets, and is not available for Inbox or tickets created outside of Help Desk
• To see SLA timers on tickets, a user must have a service seat
• Conditional SLAs require a Service Hub Enterprise subscription, while All Ticket and One Property SLAs are available at Service Hub Pro.

URL Personalization Token Support in Email

The URL Personalization Token Support in Marketing Email rollout allows users to easily add personalization tokens as links in buttons and images in Marketing Emails, increasing the relevance of your email content and your conversion rates while saving you time and effort.

How does it work?

For adding personalization tokens to a Button:

• In your HubSpot account, navigate to Marketing > Marketing Email.
• Hover over the email that you want to add the button to, then click Edit. Or create a new email.
• In the left panel, click and drag the Button module into the email body.
• Once added, in the left panel, ensure URL is selected in the Link to dropdown
• Click Personalize in the Link URL field.

• Add your chosen personalization token containing a link to your email.

For adding personalization tokens to an Image:

• In your HubSpot account, navigate to Marketing > Marketing Email.
• Hover over the email that you want to add the image to, then click Edit. Or create a new email.
• In the left panel, click and drag the Image module into the email body.
• Once added, in the left panel, click Personalize in the Link (optional) field.

• Add your chosen personalisation token containing a link to your email.

Note: Deal, Ticket, Quote, Invoice & Cart tokens are only available in Automated Emails.

HubSpot B2B Agency