HubSpot just leveled up your customer service game by allowing custom ticket automation emails for any stage of the support journey.

You're no longer restricted to just "Received" and "Closed" notifications. You can now build tailored messages for statuses like "Waiting on Customer" or create multi-language versions.

These emails bypass marketing subscription hurdles, ensuring your support updates always reach the recipient.

It’s all managed directly within your ticket workflows.

This is a new one I noticed recently. You can now compare two date properties, and use the state of that comparison as a segment filter.

For example, if your account has multiple deals associated with single contacts, you might find that a newer deal has a create date that is actually after its last contacted date.

Using this list/segment filter, you can make a segment of all deals with this quirk. Personally, I would add a new custom property to populate with whichever of those two is most recent.

Have you ever been building a list using “Latest source” and gotten zero results? Maybe you want to filter in your reporting, and while you can clearly see “Zoominfo” in the latest source drilldown field. Then you try filtering on that and nothing shows up.

This is because of the weird way that hubspot uses the internal labels for these properties (among others). If you go into a contact with that value, you will see a little info icon, which will give you a code. 

For segments and reports, you need to use that code to find those latest source values.

Also a relatively new feature, but in many accounts, emails can now be used as objects in workflows.

This is in correlation to the logged email index page, not marketing emails. So if you send a 1-1 email to a prospect, you can now action on their opens and clicks that get logged as part of the gmail or outlook integrations.