Product Updates > Service Hub

[Heads Up] The CSAT feedback survey chat has changed

What is it?

The chart “How satisfied your customers are over time” (CSAT feedback surveys) has changed. 

You'll notice a change in the data that you see in your portal. To jump to the feedback tool in your portal by clicking here. 

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Support forms are now available in the Conversations Inbox

Support forms are now available as a new channel in the conversations inbox for all new customers. 

Note
: Today, this is live for all new portals, we’ll be migrating existing customers to this new support form experience over the coming months. 

With support forms in the inbox you can now create multiple support forms and respond to form submissions right from Conversations.

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[Now Live] - A new Knowledge Base article editing experience

What is it:

Now live are a series of improvements to the editing experience for writers working on knowledge base articles. You can find a full list of improvements are below.

To access the new editor, navigate to Knowledge Base click ‘Create Article’ or edit an existing article.

The updated editor now includes:

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[Now Live] Ticket Status Automation in Service Hub

What is it?
Ticket status automation allows you to change the status of tickets automatically when you send or receive emails from customers. This automation is turned on by default for all new portals as of 3/8/19. If your Service Hub portal was created before that date you'll need to turn on this automation in settings. Click here to jump to automation settings in your portal. 

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[Now Live] You can delete survey responses in Feedback in Service Hub

What is it?
It's now possible to delete individual feedback responses for all survey types in Service Hub. Note only super admins can delete responses. 

Jump to the feedback tool in your portal by clicking here. 

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[Now Live] New Dashboard in Customer Feedback tool, Service Hub

What is it?
Now live is a new feedback dashboard that shows a list of all your surveys, from all types, on one centralized screen as well as a banner to help you get started with the feedback tool. You can create and manage all your surveys from this one window.

View the dashboard live in your portal by clicking here. 

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[Now Live] Service Hub, Import your existing Knowledge Base

What is it:

Now live is a new import tool that allows you to transfer all the articles from your existing knowledge base into the HubSpot Service Hub knowledge base with just a few clicks. The tool allows you to transfer knowledge bases from the following platforms:

Zendesk, Intercom, Freshdesk, Helpscout

You can access the import tool in settings under knowledge base

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[Now Live] Support Form in Knowledge Base (Service Hub)

What is it:

Service Hub users can now add a support form to knowledge base articles so that your customers can raise tickets if they cannot find an answer to a question.

The support form can be switched on in the Knowledge Base settings. Keep reading to learn more. 

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[Now Live] Customer Experience Survey Web Delivery in Feedback, Service Hub

What is it:
Service Hub customers can now deliver surveys to visitors via their website. These customer experience surveys are a new option in the feedback tool in Service Hub.

Click here to see it live in your portal.

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[Now Live] Embedded Automation - Feedback, Service Hub

What is it:
Now live in the feedback tool, is new automation that allows you set up actions that are triggered by a contact's response to a NPS survey.

This new prescriptive step makes it easier for you to start to implement flywheel type tactics, such as emailing net promoters to inquire about their experience and tell them about loyalty programs. 

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[Heads up] Mandatory Secure URLs for Webhook actions

What is it?
The “Trigger a Webhook” action in Workflows will soon require secure URLs that use HTTPS. Over time URLs that use HTTP will be phased out from webhook actions.

To learn more about HTTPS, read this blog post.

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[Now Live] Branching Logic in Company, Ticket, & Deals Workflows

What is it?
If you have workflows you can now add if/then branches in company, ticket, and deal-based workflows. They work the same way as if/then branches in contact-based workflows. 

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[Now Live] Article Feedback: Knowledge Base, Service Hub

What is it:

Now live is a new feedback mechanism and insights that tell knowledge base users how helpful their customers find a given knowledge base article.

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[Now Live] Knowledge Base Re-order Categories and Articles - Service Hub

What is it:

You now have the ability to control the order in which articles and categories appear on the homepage and category pages in your Service Hub knowledge base. 

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[Now Live] Knowledge Base Search Reporting - Service Hub

What is it:

New analytics that show you what your customers are searching for in your knowledge base.

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[Now Live] Service Hub Starter

What is it:

Now live is Service Hub Starter - a new entry level service package that helps early service teams build a basic help desk. This new package is made possible by adding a slimmed down version of tickets into the free tools. Tickets into free will rollout over the course of 2018.

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[Now Live] Service Hub Enterprise

What is it:
Now live is Service Hub Enterprise - a new package of service tools that helps sophisticated service teams. This new package includes everything thing found in pro, our new enterprise platform level features, and the new tools Goals (coming soon), and Playbooks (live).

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[Sunset] Persona Tagging in Workflows

What is it?
We’re removing the setting that lets you tag a workflow with a persona and filter by personas on the Workflows home page. This feature will no longer be available in Workflows come August 9th, 2018.

Note: We are not removing the ability to set the Persona property via Workflows.   

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[Now Live] Specify a Ticket Pipeline for Customer Support Surveys

What is it?
Now live is the ability to specify a ticket pipeline for customer support surveys.

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[Now Live] Send In-App Notifications Through Workflows

What is it?
A new workflows action that lets you send HubSpot notifications to users through the in-app notification center and mobile push.   

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[Now Live] Tickets Required Fields

What is it?
Now live is the ability to customize the info your team collects when a ticket moves from stage to stage. Plus, you can require certain properties to be completed in order for a ticket to move to a specific stage.

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[Now Live] Service Hub: Customer Experience Surveys

What is it?
Customer experience surveys are now live inside of Feedback, a tool inside of Service Hub. Customer experience surveys are transactional surveys that help teams understand the satisfaction of their customers at a particular moment in time.

Read More >>

[Now Live] Make Customer Feedback More Actionable with Customizable Thank You Messages

What is it?
Now live is the ability to customize thank you messages to customers based on the rating they give you in a survey.

Read More >>

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