Feedback - Helpdesk Visualization Order Multiple Conversations in a Ticket

norismat — Mon, 02 Dec 2024 11:23:18 GMT

Hi,
this is a feedback post. Using Helpdesk, there is a beahviour really hampering usability.
When a ticket contains multiple conversations, the way this is represented in Helpdesk is very confusing.
Basically, Ticket Alpha contains two conv:

conv 1) last email received Apri24 total conversation length =1 message ,
Conv 2) last message received today conversation length = 65 messages

In helpdesk the ticket will emerge with Conv1) exposed or first. Which makes no sense and can very easily create confusion.

It would be good to have a place to set the rule for the appearence of these conv in Helpdesk (eg. always the latest or always the one with the most replies or always the first to be created or always certain types of conversations).

Below an example. this is the message that first emerges in the helpdesk. BUT there is another conv associated which contains large number of message and the last as old as a few minutes ago.

Re: Feedback - Helpdesk Visualization Order Multiple Conversations in a Ticket

PamCotton — Mon, 02 Dec 2024 20:06:38 GMT

Hey @norismat thank you for posting in our Community!

It’s a great observation! The way Helpdesk orders conversations in a ticket can indeed be confusing in scenarios like this. Having customizable rules for conversation visibility, such as prioritizing the latest, the longest, or the first created, would greatly improve usability. I’d recommend submitting this as an idea in our HubSpot Ideas Forum to ensure the product team considers it for future updates.

Thanks for sharing this insight—it’s valuable for enhancing the user experience!

Kindly,
Pam

topic Re: Feedback - Helpdesk Visualization Order Multiple Conversations in a Ticket in Tickets & Conversations

Feedback - Helpdesk Visualization Order Multiple Conversations in a Ticket

Re: Feedback - Helpdesk Visualization Order Multiple Conversations in a Ticket