Tickets & Conversations トピック

Error with hubspot payment links

BWright53 — Fri, 23 Jan 2026 19:52:01 GMT

Hubspot payment links have been down for two days. Our new customers are unable to submit a payment and our team has been able to recreate this issue on demand.

Steps to recreate:

1) Go to the contacts profile

2) click payment links

2) create new link

3) Create custom line item - add name and monthly billing frequency, add any unit price, then save.

4) Click Create

5) Copy and open the payment link

6) After card details are entered and Pay is clicked, this error pops up

Can we please get some traction on this. I've checked the status board and it shows all services to be up and running.

Problema con notificaciones por correo en @menciones y nuevos tickets en HubSpot Service – ¿alguien

pablozapatao — Fri, 23 Jan 2026 19:45:36 GMT

Hola a todos,

Estamos teniendo un comportamiento con las notificaciones de tickets que nos está complicando bastante la operación y quería saber si alguien ha pasado por lo mismo o tiene algún workaround.

Contexto

Usamos HubSpot Service para gestionar tickets de forma continua. Nuestro flujo es:

Se crean muchos tickets nuevos al día.
Distintos agentes se @mencionan entre sí en las notas/comentarios de los tickets para pedir apoyo o escalar casos.
Dependemos de las notificaciones por correo para que cada persona se entere a tiempo de:
- Nuevos tickets asignados.
- Menciones (@usuario) en notas de tickets.

Lo que estamos viendo

@menciones en tickets
- Según la documentación, entiendo que solo se envía notificación la primera vez que se menciona a un usuario en una misma actividad/comentario.
- En la práctica, en un mismo ticket puede haber muchas notas nuevas a lo largo del tiempo, y es normal que se vuelva a @mencionar al mismo usuario más de una vez (por ejemplo, actualizaciones importantes, cambios de prioridad, etc.).
- Lo que percibimos es que no siempre llega correo cuando se vuelve a mencionar al mismo usuario en nuevas notas del mismo ticket, aunque son actividades diferentes.
Nuevos tickets asignados y cambios de estado
- También vemos que no siempre se envía correo cuando:
  - Se asigna un nuevo ticket a un usuario.
  - Un ticket del que es propietario o al que sigue cambia de estado.
- Las notificaciones sí aparecen en la campana, pero no siempre están llegando a la bandeja de correo.

Configuración ya revisada

En Configuración → Notificaciones:

Pestaña Correo electrónico: el interruptor general para recibir notificaciones por email está activado.
Sección Tickets:
- Activado “Se le asigne un ticket”.
- Activado “Un ticket del que es propietario o al que sigue pase a un estado de ticket diferente”

Whatsapp Template error

Futada — Thu, 22 Jan 2026 19:13:45 GMT

Hello.

We have an operation in the service hub that require us to send proactive Whatsapp messages and we are getting too many errors.

We are already able to do send proactive messages, but the problem is that we are receiving too many errors and after investigation I checked that even the message showing this following error: (This message cannot be sent because WhatsApp has limited the number of marketing template messages sent from any business account that this number can receive in a 24 hour period. Please try again at another time.), the user is receiving the message.

The real problem is that this shows that we can not trust this error. What if the message was not really delivered?

Does someone have problems with that too? Is there something that we can do to change that and be able to stop those errors? Or even something that can tell us if the message was delivered or not, even with this error?

Why are contacts auto-merged after chatflow submission in HubSpot?

VStar — Thu, 22 Jan 2026 10:35:18 GMT

Hi, I am experiencing an issue where a Chatflow submission triggered an automatic merge (performed by an "Unknown User").

During this merge, the "Message" property was overwritten with an older value from the primary contact, as shown in the attached screenshot.

How is this automatic merge triggered in Chatflows, and is there a way to disable it or change the logic so that the newest data takes precedence? We need the actual, most recent data in our properties, not the legacy values from the primary contact.

Set "Source Email" for tickets

NReddig — Tue, 20 Jan 2026 15:40:42 GMT

Customers can send their Emails to us, using either "software@company.com" for software issues or "myteam@company.com" for anything else.

I want track the emails, the customer used for implementing a workflow, setting the ticket owner based on the customers software support or marketing support csm.

How can I track this information? Workflow would be: "if sent to software@company.com set ticket owner to customer success manager software | if sent to myteam@company.com, set ticket owner to customer success manager marketing".

Best practices for managing multi-party (marketplace support) ticket communications in Helpdesk

mike-apfusion — Mon, 19 Jan 2026 19:36:33 GMT

I'm currently migrating from Intercom to HubSpot Service Hub Professional and looking for guidance on handling a common support pattern for our business.

Our Use Case: We operate an online marketplace connecting business sellers and retail buyers (similar to eBay or Etsy). When a buyer submits a support ticket, our agents frequently need to reach out to the corresponding seller (or vice versa) to resolve the issue. These communications need to stay associated with the original buyer's ticket for context, automation, and audit purposes.

In Intercom, we handled this with "Side Conversations" which were automatically tied to the parent ticket. I haven't yet found a direct equivalent in HubSpot.

What I'm trying to achieve:

Initiate a separate conversation thread with a seller from within an existing buyer ticket (or vice-versa)
Keep both conversation threads visibly linked to the same ticket
Allow agents to easily distinguish between buyer-facing and seller-facing communications
Maintain a clear audit trail of all communications related to a single issue in one place
Prevent the respective parties from viewing details relating to conversations/statuses of the other
[NICE-TO-HAVE] Implement ticket-level automation based on activity in the underlying conversations

Our HubSpot Stack: Marketing Hub Enterprise, Sales Hub Professional, Service Hub Professional, and Content Hub Professional

Thanks in advance!

Outlook replies not logging

cclark2 — Fri, 16 Jan 2026 17:07:13 GMT

Hello,

I was hoping to get some help. We recently set up a test inbox while testing our ticketing pipeline and we moved this over to help desk. We then changed the email addresses that the tickets should be going to and connected that as a channel to help desk. Now when our help desk team replies from outlook the emails are not being logged on the help desk ticket. I noticed that the email inbox is set up to help desk via a channel but is not set up under inboxes. Coudl this be the reason why? when we try to connect the inbox it tells us that conversations are already set up with the email and we can not set it up again. Some replies will be from Hubspot and others will be frm Outlook

Unique 5 digit Ticket ID

cclark2 — Thu, 15 Jan 2026 14:46:48 GMT

Hello,Is it possible to create a unique Ticket ID field thats limited to 5 digits that will be automatically updated when a new ticket is created? Like the record ID but we need this to be shorter.

Assigning Help Desk tickets to user

cclark2 — Thu, 15 Jan 2026 00:50:08 GMT

Hello,

Is there a way that in Help Desk when assigning tickets that I can only show 4 Hubspot users to pick from? Right now we have it to where all users can be assigned but we only need 4 users to choose from.

Global Theme Styles - Font from dropdown menu won't display

SMKS_Studios — Tue, 13 Jan 2026 13:03:41 GMT

Hey,

I'm on the Free version at present, so my options might be limited. I want to use Jersey 25 for H2 headings, and I can find that font and select it:

However, it won't display on the landing page. It turns into this font:

This is consistent across different browsers for me, so I don't think the issue is on my end. None of the other Jersey fonts work either, but I can select any other font from the dropdown and they display fine.

I don't think I can edit the css for Elevate and it's the only theme available on the free plan. Is there anything I can do to get Jersey 25 to display?

Request for Inbound Marketing Certification Certificate

KSolis4 — Mon, 12 Jan 2026 20:02:26 GMT

Hello,

I completed the Inbound Marketing certification on HubSpot Academy on april and received a score of 49/60.

My HubSpot account is deactivated, and I cannot access my certificate.

Could you please send me the certificate in PDF to this email (kerensoliscajina@gmail.com)?

Thank you very much for your help.

Data Management - Formatting Issues feature

EPitz — Mon, 12 Jan 2026 19:31:45 GMT

Hi, I am trying to understand why the Formatting Issues feature under Data Management isn't updating with the newest data.

Here is an example. I created a series of workflows to automatically update Timezone via US State. Thousands of contacts updated, but, weeks later, they are still showing empty and a 'Proposed Fix'. But if I go into the contact, then it shows the new selected timezone.

I am also having almost identical issues with State/Region & Country.

Very confused. Can anyone help me out. Attaching screenshots.

Thanks,

Ethan

Add Messages to Different Tickets in Help Desk

Janine2 — Fri, 09 Jan 2026 10:02:11 GMT

In the ticket view, there is the option to add a message from one ticket to another. However, this message does not appear in the Help Desk view. This should be possible in order to have a traceable message history when a ticket is split.

Email

cclark2 — Wed, 07 Jan 2026 20:52:58 GMT

Hello,

We currently have the automation set up when an email comes in it creates a ticket. Is there anyway that we can set it up to where the email body can be mapped to Hubspot fields? or like a form set up in Outlook that will populate ticket details from the email? Right now tickets are being created but have no info and just blank with just the ticket name from the subject line.

Internal Visibility for Team Emails

TDillow — Wed, 07 Jan 2026 17:15:36 GMT

I’m requesting that all members on a team be able to see who else received an internal message sent to that team. This helps ensure transparency, avoids duplicate follow-ups, and allows everyone to clearly understand who the communication was shared with.

Being able to view the full recipient list supports better collaboration and accountability across the team.

Thank you for your help with this.

Request for permanent HubSpot account deletion – company closed / no admin access

Anonymous — Wed, 07 Jan 2026 16:36:21 GMT

The company associated with this HubSpot account has been officially closed and no longer exists.

All former employees no longer have access to the platform. I am the only remaining user with access, but I do not have sufficient administrator rights to delete the HubSpot organization or the associated user account.

We would like to request the permanent deletion of the HubSpot account and organization, including all associated data (users, CRM data, emails, automations, logs).

The platform is no longer used, and retaining personal data no longer has a legal basis.

Please let me know how to proceed and what information or documentation is required (proof of company closure, ownership verification, etc.) to complete this request.

Thank you for your assistance.

How to avoid automatic Ticket reopening when reply is "Thanks"

Coopr — Wed, 31 Dec 2025 00:20:27 GMT

Sometimes our customers reply to our Help Desk Ticket emails with a very brief message, such as "thanks" or "okay."

How do we avoid having Tickets automatically reopen when these very short, non-actionable replies are received?

Weekly email summary of Tickets on support pipeline

PRosas — Mon, 29 Dec 2025 23:23:11 GMT

Hola!

I’m trying to create a Zap that pulls tickets from HubSpot CRM, specifically from the Support pipeline, and sends a weekly email summary.

The Zap should run once a week (every Monday) and include all tickets created between Monday and Sunday of the previous week.

For each ticket, I need to include the following fields:

Create date
Deal (associated deal)
Ticket name
Ticket description
Issue
Issue with
Source
Close date

Has anyone successfully set this up in Zapier?

Or if anyone has a better solution to get these summary of tickets by email. I'd really appreciate it.

Thanks!

Handoff message is global, Is there any way to make this language-specific per chatflow?

sambakker — Mon, 29 Dec 2025 11:18:03 GMT

Hi all,

I’m running into a limitation with the HubSpot Customer Agent and I want to double-check if I’m missing something or if this is simply not possible. We operate a multilingual website (EU-based) and use multiple chatflows per language (NL / EN / DE), each shown on language-specific pages. That part works fine.

However, the handoff message is configured at the Customer Agent level, not at the chatflow level.

As a result:

There is only one handoff message (global)
That same handoff message is shown across all chatflows
Meaning it can only be in one language

So even if a visitor starts a chat on the German or Dutch site, the handoff text is always the same (e.g. English). Is there any supported way (or known workaround) to show a language-specific handoff message when using Customer Agent?

Thanks in advance!

UI Bug

RubixVi — Sun, 28 Dec 2025 05:34:20 GMT

Anyone else experiencing this, the UI for the chat interface iframe seems to be missing it's cursor pointer events.

Abit of context, the iframe is generated inline with the conversation sdk.