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Recorded: Wednesday 10 November 2021 | Published: Friday 12 November 2021
🌱 Shot 1: Growth Thought of the Week
Tools are your friend
As you grow, so do the tools you use in your business.
It's something we use to get things done. We use tools to build things, fix things, and help us in our jobs.
What we often fail to realize is that there are tools for parts of our lives, hobbies and jobs. Using the right tools at the right time can help you break through barriers, help you work faster, and solve unique problems that you may face along the way.
So here are some things we are thinking about when we evaluate tools:
Can this cut down my time to get the job done?
Is it easy to use?
Does it give me insight into my data? Especially if it uses artificial intelligence and machine learning.
Will the investment pay you back many times over?
Does it reduce stress/ anxiety? This is an intangible benefit and is often overlooked.
They are set up in the same place - Settings > Data Management > Properties > Record Customisation:
One thing to note (as the name denotes) is that these are built for Teams - so you should think about setting up your Teams first.
Assuming you have your teams in place, you can then create custom sidebars for each. An example for how this might be used:
Sales teams might show sales related properties (activities, etc)
Marketing teams might show engagement related properties (sessions, pageviews, marketing email opens, etc)
This is a handy way of keeping the left sidebar as clean as possible for each team.
They’re really easy to create and provide conditional options as well:
One Little Gotcha To Be Aware Of
Since these are built for teams, the question you might have is: what if a user is a member of multiple teams (ie a secondary member of other teams)?
The custom sidebar will only show for the team that the user is a Primary member of.
Which makes sense when you think about it - but caught me out initially.
👨🔧 Shot 5: HubSpot Service Feature of the Week
Creating Tickets from Conversations
An incoming conversation can automatically create a ticket - this is a handy option but is hidden away in settings. You can set this from the Inbox Settings for the Channel.
Settings > Tools > Inbox > Inboxes:
And click the Edit button for the channel:
You can also Edit the ticket properties that are created:
One useful setting is the Ticket Owner - you can have this automatically set based on the Conversation Owners.
But what about if the Conversation is initially Unassigned?
HubSpot is quite smart - it initially sets the ticket as having no Owner, but then when the Conversation is assigned to a user, the Ticket owner is updated.
Updating the Ticket to be Resolved when a Conversation is Closed
Conversation workflows are your friend here.
You can create a Conversation Workflow to trigger on a Conversation being Closed (in a specific Inbox if required) and then set the associate ticket status to resolved (or whatever your Ticket stage is appropriate):
There’s other scenarios you may want to cater for (eg what is a Conversation is reopened etc) - for these you can use Workflows to reopen the ticket as well.
🤖 Shot 6: HubSpot Workflow Action of the Week
HubSpot Custom Code Action Failed Attempt 1
Back in episode 261 we mentioned we were starting to investigate Custom Code Actions in workflows (this is available if you have Operations Hub Pro or above).
Over the last week I’ve been trying to get up-to-speed with this functionality… but so far I just keep hitting blockers.
My suspicion is that the fields I’m attempting to reference via the API calls aren’t set properly, but I feel likely I’m flying blind here - the console errors aren’t very helpful and I can’t work out how to debug them.
Why am I telling you this, if I haven’t even been able to get it to work?
Simply this - I suspect I’m not the only one struggling. I’ll keep chipping away and keep you updated on progress once I work it out.
💡Shot 7: Insight of the Week
Custom Report Builder is your Secret Weapon
Although the Custom Report Builder has been in the product for a while now (it was in Beta for a long time) it’s only just recently that I’ve fully appreciated how powerful this is for users.
As we’ve mentioned in previous episodes there’s definitely a learning curve associated with getting up to speed with it (and frankly, I think the interface isn’t quite as intuitive as it needs to be) but once you get the hang of it, you can put together some very useful reports.
Lately we’ve been building reports around:
Revenue influenced by email marketing campaigns
Breakdowns of deals by source versus time to close (ie which source closes quickest)
Tables of joins across contacts, deals and emails
Attribution of deals to different forms used on the site
This is only going to get more powerful (especially when you see some of the dataset capabilities in Operations Hub Enterprise) and I’d predict that in the not too distant future there will be HubSpot Consultants that do nothing else except build custom reports for clients.
If you’re into data analysis, analytics and reporting, then get your skills up in the Custom Report Builder.
Shot 8: HubShots Throwback of the Week
Goodbye Throwback of the Week
We’re sunsetting the Throwback of the Week Shot.
Now, now, no crying please...
📚 Shot 9: Thought of the Week
Quick Gratitude Tip
Imagine a world with no Undo feature in any product.
Now be thankful you don’t live in that world.
✍️Shot 10: Quote of the Week
"If one wants to be active, one mustn’t be afraid to do something wrong sometimes, not afraid to lapse into some mistakes.”