すべての Tickets & Conversations 投稿

Re: Error with hubspot payment links

BWright53 — Sat, 24 Jan 2026 01:00:54 GMT

I'm not sure if my email reply went through so I'm posting it here as well:

It's not a cache issue - we've done that and it's not isolated to a single user. Our new customers and our team can recreate it using the steps I listed.

When you say existing payment links are you referring to ones that were created and we try multiple times? Our payment links are monthly reoccurring (essentially a subscription) so we would not be reusing any.

We are not new to this process, we've been using it for years so it's not a process error on our end.

I'm suprised this isn't being reported as its affecting Hubspots revenue.

Re: Files Not Showing File Usage

chighsmith — Fri, 23 Jan 2026 23:45:09 GMT

Hi @Maria11,

Thank you for reaching out to the Community!

Can you please expand on where you are getting stuck? As well as, if you are able to share any screenshots that would be helpful in troubleshooting!

Thank you!

Cassie, Community Manager

Re: Error with hubspot payment links

chighsmith — Fri, 23 Jan 2026 23:36:50 GMT

Hi there @BWright53,

Thank you for posting to the Community!

If you clear your cache by following the steps here are you still receiving the same error? If so, can you confirm if this is only happening when creating new payment links or is it happening to existing payment links as well?

Thank you!

Cassie, Community Manager

Re: Sending Meeting Invite From Help Desk

DMolloy — Fri, 23 Jan 2026 22:23:43 GMT

Done
https://community.hubspot.com/t5/HubSpot-Ideas/Online-Meeting-Support-in-Helpdesk/idi-p/1244673/highlight/true

Re: Sending Meeting Invite From Help Desk

chighsmith — Fri, 23 Jan 2026 20:38:43 GMT

Hi @DMolloy,

Thank you for posting to the Community! As @danmoyle mentioned, I would recommend posting this in our Ideas Forum, as this is a place where users can share suggestions and feedback directly with our product team, and other Community members can vote on ideas they'd like to see implemented.

Cassie, Community Manager

Re: Whatsapp Template error

CarolinaDeMares — Fri, 23 Jan 2026 20:10:13 GMT

Hi @Futada!

I was reviewing your issue and I believe this could be related to Meta's message limits; on their policy page I found that a business can only send a limited number of template messages to a user in a 24-hour period unless the user responds. If you exceed this limit, WhatsApp can block the message or return an error, even if the message was already delivered or accepted for delivery. See more info here: WhatsApp Update: Per-User Marketing Template Message Limit

As for my understanding on a quick research I did HubSpot’s WhatsApp integration does not currently provide true delivery or read confirmation from WhatsApp’s API; the platform mainly confirms whether the message was sent to the WhatsApp API, not whether it was delivered/read, I found a similar post here: https://community.hubspot.com/t5/Sales-Integrations/See-if-WhatsApp-message-was-delivered-succesfully/m-p/850999

If delivery certainty is critical, the usual recommendation is to rely on your WhatsApp provider’s delivery webhooks or use a third-party integration that surfaces delivery statuses, because HubSpot’s native status reporting is limited.

Carolina De Mares

ZUID.
Goirkekanaaldijk 12
5046 AT Tilburg
Nederland

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”

Re: Whatsapp Template error

Victor_Becerra — Thu, 22 Jan 2026 21:06:14 GMT

Hello @Futada and thanks for posting!

I'm gonna ping some community experts to share helpful insights here.

Hello @MadisonMoniz @CarolinaDeMares @d-lupo hope you're having a great week! Would you kindly share your thoughts here?
Thanks

Victor

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?

Re: Unique 5 digit Ticket ID

d-lupo — Thu, 22 Jan 2026 16:32:08 GMT

Hi @cclark2,

Natively in HubSpot there isn't a stable, guaranteed-unique way to auto-generate a 5-digit Ticket ID on creation.

If you need this to be reliable, you've basically got two solid options:

Use an app/add-on
There are apps/integrations that handle custom ID generation and uniqueness for you. This is the quickest route if you want to avoid custom engineering.
Build a small serverless function to issue IDs atomically
Create a serverless endpoint backed by a datastore that supports atomic operations.

Your HubSpot workflow would:
- Trigger on ticket creation
- Call your function to reserve the next ID atomically
- Write that value back to the ticket property via API or Workflow Action

This requires some development, but it's the proper way to guarantee uniqueness and avoid race conditions.

One important caveat: a 5-digit numeric ID only allows 100,000 combinations (00000–99999), so you'll eventually either need a reuse strategy, a prefix/namespace (e.g., year), or more digits if you need long-term uniqueness.

Did my post resolve your question? If so, please consider marking it as the accepted solution to help others in the community.

Kind regards
Dennis

Re: Assigning Help Desk tickets to user

d-lupo — Thu, 22 Jan 2026 15:23:18 GMT

Hi @cclark2,

Short answer: No, there is currently no built‑in setting in HubSpot Help Desk that lets you restrict the "Ticket Owner" dropdown to only 4 specific users. The owner field is an owner‑type property that always shows all eligible users by design, and HubSpot does not expose an option to limit the visible options in that dropdown.

You can control who can be assigned via channel automation or routing rules (Service‑seat assignment needed) but that still doesn't hide other users from the manual‑assignment dropdown.

Did my post resolve your question? If so, please consider marking it as the accepted solution to help others in the community.

Kind regards
Dennis

Re: Files Not Showing File Usage

TMcMillan5 — Thu, 22 Jan 2026 15:18:26 GMT

HI Maria, unfortunately not. I ended up just moving on from this.

Re: Files Not Showing File Usage

Maria11 — Thu, 22 Jan 2026 13:58:58 GMT

Was wondering if this was ever resolved, as we are running into a similar issue.

Re: Ticket status to be changed to Client followup when ticket is waiting on customer reply

JRawlings — Thu, 22 Jan 2026 11:24:23 GMT

Hi Bérangère,

That sounds great - I look forward to hearing back from you again soon.

Many Thanks
Jamie

Re: Merge issue

BérangèreL — Thu, 22 Jan 2026 10:33:27 GMT

Hey @VStar and a big warm welcome from the HubSpot Community! 🧡

The solution from @Sarah-Williams on this post "Access conversation object in workflow" might help you!

Also, I'd love to put you in touch with our Top Experts: Hi @BQ_Oliver, @danmoyle and @Sarah-Williams do you have other suggestions or any insights to help @VStar, please?

Thanks so much and have a brilliant day!
Bérangère

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.

Re: Unique 5 digit Ticket ID

BérangèreL — Wed, 21 Jan 2026 18:02:00 GMT

Hi @Gelena and thanks for sharing this with the Community!

Do you have a link to the add-on your are referring to please, that might help @cclark2!

Thanks and have a lovely day!
Bérangère

Re: Ticket status to be changed to Client followup when ticket is waiting on customer reply

BérangèreL — Wed, 21 Jan 2026 10:45:36 GMT

Hi @JRawlings and welcome, it's a pleasure to have you here!

Great question, thanks for asking the HubSpot Community!

Let's consult our Top Experts: Hi @karstenkoehler, @danmoyle and @Shadab_Khan can you think of ways to achieve this to help @JRawlings, please?

Thanks so much and have a lovely day!
Bérangère

Re: Ticket status to be changed to Client followup when ticket is waiting on customer reply

JRawlings — Wed, 21 Jan 2026 10:27:09 GMT

Hi @DianaGomez

Please can I check - when using the Hubspot Helpdesk and the live chat; is it possible to create a workflow that automatically sets the live chat ticket to be back at either New or In-progress, if the customer replies to the live chat.

So the scenario would me.

Customer creates live chat.
Agent replies with answer.
The Agent then also asks if the customer has any further questions and sets the status to Waiting on Customer.
IF the customer replies; then I want it to automatically set the status to either New or In-progress.

If that makes sense?

Many Thanks

Jamie