We recently migrated our support team from Zendesk to HubSpot Service Hub, and overall the transition has gone smoothly. One feature I really miss from Zendesk, however, is the ability to open and switch between multiple tickets using tabs within the agent workspace. That tabbed workflow made it much easier to:
- Manage multiple conversations at once
- Maintain context when moving between tickets
- Avoid losing my place while navigating back and forth
Here’s an example from Zendesk:
The highlighted tabs represent separate tickets that remained visible at the top of the workspace regardless of where you navigated. This allowed me to work on one ticket, quickly reference another, and then return without losing track.
In HubSpot, I find myself clicking back and forth between tickets, which slows down work and increases the risk of missing important details. A tabbed interface (or a similar solution) would significantly improve productivity and create a smoother agent experience.