topic Re: New Feature - Help Desk in Tickets & Conversations

New Feature - Help Desk

MWolfe2 — Mon, 29 Jan 2024 12:09:00 GMT

Logged in this morning to see there is a new feature available called Help Desk? I don't recall seeing any communication explaining this new feature rolling out? How is this different from Service/Tickets? I had my channel connected to Service/Tickets - and I don't show any channel connected to Help Desk. Haven't found any helpful KB's.

Re: New Feature - Help Desk

karstenkoehler — Mon, 29 Jan 2024 12:13:37 GMT

Hi @MWolfe2,

This is currently a beta. You can find the documentation here: https://knowledge.hubspot.com/conversations/manage-and-respond-to-customer-tickets-in-help-desk

Some of your questions aren't publicly answered yet, here we'll have to wait. In those areas, the documentation is a bit thin.

Best regards!

Re: New Feature - Help Desk

JSmith83 — Mon, 29 Jan 2024 18:32:34 GMT

Surprised to discover the new Help Desk feature this morning! Was there any communication about its rollout? I've been using Service/Tickets with my connected channel, but now I see no connection to the Help Desk. How does it differ, and are there any resources explaining the transition? Would appreciate some clarity on this update.

Re: New Feature - Help Desk

MWolfe2 — Mon, 29 Jan 2024 18:42:44 GMT

Thank you for the link. Very helpful. Do you know if the intent is for Help Desk to replace Service / Tickets?

Re: New Feature - Help Desk

karstenkoehler — Mon, 29 Jan 2024 18:45:06 GMT

@MWolfe2 there isn't any announcement yet as far as I know. I'd be surprised however if the ability to manage Tickets the old fashioned way went away. I expect that Helpdesk will be another way to interact with them.