Hey all–James here (the CEO). Just wanted to give everyone a heads up on our software changeover for support tickets. We’ve been elbows deep in managing the transition to be seamless, but wanted to let everyone know there could be some bumps, and I apologise in advance for any lapses in our responsiveness!
We’re moving off Hubspot and getting onto RightDesk. Why? Because although I’m sure Hubspot could be fantastic software, the ticketing system we have setup right now is beyond convoluted. In my opinion, we just need to get right back down to the basics. By basics, I mean things like adhering to five minute response times (and those that have had a call with me–you’ll know I’ll die on this hill), holding hands with Makers right the way through their build and launch with Adalo, and being able to accurately catalogue how many people are running into what problem, so we can prioritise fixes. With Hubspot’s two-year renewal window coming up, and our current setup really only slowing our team down rather than empowering them, it just made sense to start over, rather than trying to untangle the history of all the previous Hubspot managers’ workflows (or to hire consultants).
In addition to the wonderfully simple functionality of RightDesk, it will also consume our docs and offer Makers a fast, AI-driven answer to queries (we may also have to point the AI at these forums, especially Victor’s posts!), if they don’t want to wait for that five minutes (at max!) response from our Client Happiness team. That isn’t us looking to decrease our human support (we’re investing into more teammates!) but from what I’ve seen, lots of asks relate to simple things like password resets or basic questions that still eat up our Tier 3 Client Happiness staff’s time.
Finally–we’re going to be able to see the full history of everyone’s conversations with us as soon as you submit a ticket (or chat with us). While this might seem like something basic, our team currently have to perform window acrobatics to get context from previous history as they are answering you. To anyone who has used Intercom, our new experience will be quite similar, and I’m sure you would appreciate the productivity gains (and therefore more time spent on supporting you) this will bring.
If you have any issues with us, as always please reach out to me directly at james.crennan@adalo.com 
James