Create the 'Time since' and 'Time until' properties
What is it?
Users can now create two new types of calculated properties in their CRM:
- Time since, which shows the elapsed time.
- Time until, which shows the remaining time.
These properties show the time since or the time until today, another date property or datetime property.
Why does this matter?
With this feature, CRM users can filter, report and sort by the time since or until an event. As a result, users can get better insights from their CRM. For example, users can quickly search for
- Deals that haven't been opened for more than three days
- Average time until my contracts expire
- Contacts who haven't had any interaction in the last 30 days
How does it work?
Users can find these new calculated properties via the following paths:
- Object settings > properties > create property > field type > calculation > time since
- Object settings > properties > create property > field type > calculation > time until
If you've selected 'time since' or 'time until', choose a custom date, standard date or datetime property as the input. Once this property has been created, you can no longer switch between time since and time until calculations.
For example, if you select 'create date', the newly created property will display 'time since create date' as its value. This value can be negative or positive. If the selected date is after today, 'time since' will display as a negative value.
Who gets it?
All hubs, Pro and Enterprise editions
Balanced ticket assignment for email and forms in Helpdesk
What is it?
Within the email and form automation subpages of helpdesk settings, admins can change the default rotation method from 'random' to 'balanced'. Choosing 'balanced' distributes tickets among the target based on their current assigned, open tickets. The user with the lowest number of open, assigned tickets receives a new ticket. This way, admins can ensure their email, forms, live chat, WhatsApp, Facebook Messenger and custom channels are all assigned consistently based on the open, assigned tickets of their users.
Why does this matter?
Today, email and forms connected to the Helpdesk assign tickets randomly, while live chat, FBM, WhatsApp, etc. assign tickets in a balanced way based on the target users' current open tickets. These two types of assignment create inconsistencies in ticket routing and make it difficult for customers to manage the workload of their support reps.
How does it work?
Changing email and form distribution methods for existing channels
All existing email and form channels remain set to random distribution. To change the distribution setting, an admin can go to helpdesk settings > email/form (edit) > automation and change the option under distribution.
Balanced as default for all new email and form channels
For all new channels, the default distribution option is balanced, and admins can change this to random if needed.
Skills-based routing of tickets for email and forms
If an email or form channel is set to balanced distribution, skills-based routing will also distribute tickets evenly based on the target users' open tickets.
Assigning to a team in the helpdesk workspace
When a support rep assigns a ticket by email or form to a team in the helpdesk workspace, the ticket is assigned to the team based on the distribution setting (Random or Balanced).
Important notes
- Balanced ticket distribution is only available in helpdesk, not inbox
- For automatic assignment to users, teams or skills, the user must have a service seat
- Contact helpdeskfeedback@hubspot.com if you have questions or feedback
Who gets it?
Service Pro, Service Enterprise
Migrate your existing knowledge base to the new suite of customisation tools
What is it?
HubSpot's previous release, "Customisation tools for new knowledge bases", required users to start completely from scratch to benefit from the new customisation options. With this update, HubSpot gives existing customers an easy way to migrate their existing knowledge base to the new platform!
NOTE: This release only applies to customers who have existing knowledge bases to migrate to the new tools. To check whether this tool applies to you, you can view your knowledge base dashboard and look for our old interface:
If you see a "Configure" dropdown instead of the "Customise template" and "Organise categories" buttons, you're already using our newest tools!
Below are the new customisation options in this tool:
Themes:
- Shape your knowledge base's font, colours, buttons and much more using 50+ granular controls in the theme editor.
- Add custom fonts from the theme editor's font picker.
- Read more about theme settings in this article.
- Note: Custom themes and developer tools are not currently supported for the knowledge base.
Navigation menus:
- Not only can you style your navigation menu links in the theme editor, there is now also support for dropdown menu items.
- You can also reuse existing menus from any Marketing or CMS Hub content.
- Read more about navigation menus in this article.
Editor:
- Edit article content in a refreshed editor that reflects the look and feel of your configured styles. With this change, the article editor is more closely aligned with our experiences for editing website pages and blog articles.
- Use Breeze Copilot to edit and generate knowledge content.
- Comments: add comments to individual articles for a collaborative writing process.
- (Enterprise only) Approvals: request approval before articles are published live.
- One-click publishing: reduce redundant clicks when publishing a knowledge article.
- For those who liked the streamlined experience of the old article editor, we've added a new Focus mode for the editor that zooms in on just the article's core content.
Management:
- (Enterprise only) Increased limit: Accounts with multiple knowledge bases can now add up to 25 knowledge bases!
- Refreshed management tools that let users create saved views and easily filter articles using a management screen that's consistent with other content tools in HubSpot.
- Cloning: For the first time, it's possible to clone your knowledge articles.
- Language support: Instead of the 38 languages and locales previously supported, your articles now support almost 200 languages and locales, in line with HubSpot's website page and blog article tools.
- Header HTML: It's now possible to add header and footer HTML across the whole knowledge base in one go. Previously, header HTML could only be applied at the individual article level.
- Query knowledge base data with GraphQL
→ Note: Custom themes and developer tools are not currently supported for the knowledge base.
Why does this matter?
For years, HubSpot users have given feedback about the limitations of knowledge article formatting, especially compared to other types of HubSpot content such as website pages and blog articles. The related post on the Ideas Forum is one of the ten most upvoted ideas in HubSpot's history.
Simple updates to navigation menu fonts or text alignment weren't possible, and knowledge bases often couldn't be aligned with a main website's branding. These updates are a major first step towards addressing that problem.
How does it work?
When viewing an existing knowledge base, users get the option to switch to our new tools.
After confirmation, our migration flow will create a copy of the existing knowledge base on the new platform, and the existing knowledge base becomes read-only. Users can customise dozens of new style fields, preview their changes and publish their new knowledge base live when they're ready. The corresponding old knowledge bases are automatically unpublished and deleted after 30 days.
Users have 90 days to start the migration after the sign-up is approved. In early 2025, HubSpot will begin migrating all remaining users.
Watch this quick overview and get started today!
Who gets it?
Service Pro, Service Enterprise
Send options in helpdesk
What is it?
Send options is a new reply-driven automation feature in the helpdesk that lets support reps send their message and update the ticket status with a single click.
Why does this matter?
On any given day, a support rep can be responsible for anywhere from one to more than 30 tickets. The rep has to handle these tickets, resolve issues and provide replies, all while working under time pressure to meet their team's service level agreements. Every click counts, and the time needed to respond and update the ticket status can add up quickly.
Send options turns these two tasks into one, so the rep can reply and update the ticket status at the same time, allowing them to move through their queue more efficiently. Streamlining these two steps removes friction from the support process, eliminates manual tasks and lets the support rep stay focused on the customer's issue.
How does it work?
Using send options:
- Click the arrow icon next to the Send button in the helpdesk's reply editor.
- Choose the desired ticket status (note: only the ticket statuses from the ticket's current pipeline are shown here).
- Your message is sent and the ticket status is updated.
- If the selected ticket status is conditional, you'll be prompted to enter those conditional properties before continuing.
Note: if you have automation settings enabled for tickets, the enrollment criteria of the workflow Change ticket status when an email is sent to a customer will be automatically edited once your portal gets access to send options. This is an expected, system-initiated action that ensures this ticket status workflow keeps triggering normally alongside send options.
Who gets it?
Customers with a Service Hub Professional or Enterprise seat.
Email index page
What is it?
HubSpot has built an email index page, where you can manage your portal's 1:1 emails in bulk.
Why does this matter?
The email index page now provides a centralised location for managing email interactions between senders and recipients, enabling bulk data management such as removing unwanted emails from your CRM.
How does it work?
Navigate to a CRM index page such as Contacts.
Use the dropdown at the top left of the page to select "Emails".
Use all the features of the standard index page to access the emails you're looking for: advanced filters, edit columns, add views, select all, delete, etc.
If you accidentally delete emails, use the actions dropdown in the top right to restore records.
Who gets it?
All hubs and editions
Email digests
What is it?
Buyer intent, straight into your reps' inbox.
You can now set up daily, weekly or monthly email digests within buyer intent. These digests notify you of companies with high fit and intent that have visited your website.
Why does this matter?
Email digests will enable two new use cases:
- Get notified about recent visitors: Enable your sales team to prospect on the go without having to log into yet another tool. A simple, curated email with the top accounts to reach out to.
- Get notified of your top visitors: Enable your sales team to measure which companies show the most engagement on your website, so they can respond accordingly.
Note: Recent visits digests are only available to customers who have purchased a Breeze Intelligence add-on. Top visits digests are available to all customers.
How does it work?
Set up email digests in the buyer intent configuration tab. For each digest you set up, you can configure the following:
- Source: Select a saved view to link your digests to
- Mode: Select the type of digest (Recent visits or Top visits)
- Frequency: Select daily, weekly or monthly
- Recipient: Select who receives the digest
Who gets it?
All hubs and tiers, Breeze Intelligence Credits Small, Breeze Intelligence Credits Medium, Breeze Intelligence Credits Large.
Automated VAT enabled for invoices with Commerce Hub
What is it?
With automated VAT, Commerce Hub customers can use accurate, on-demand VAT calculations when selling with invoices. VAT is calculated automatically based on the buyer's location and then collected at checkout.
And now automated VAT is also available for Commerce Hub customers using HubSpot payments.
Why does this matter?
It's incredibly difficult to keep track of constantly changing tax rules and rates. With automated VAT, you can hand off the burden of tax compliance to Commerce Hub, so you can focus on selling instead of calculating tax.
How does it work?
To start selling with automated VAT, you first need to set up and configure VAT within Taxes and policies in Payment settings:
- Provide your fiscal establishment address
- Add tax registrations for the regions where you collect tax
- Set a tax category on your products & services
Once automated VAT is enabled, you create an invoice and:
- Enter your buyer's address details
- Add products and services with tax categories
- Complete your invoice
When the invoice is created, VAT is automatically calculated and added based on the buyer's location. The VAT amount is visible both on the invoice PDF and at checkout.
Note: Automated VAT is powered by Stripe Tax. Commerce Hub customers using Stripe payment processing are subject to Stripe tax fees.
