I was so pleased to hear HubSpot were launching their Service Hub last year. I held off going to Zendesk, FreshDesk and Wix Answers. Then they launched without the tiered levels of their other products but once there was a free,starter, professional and enterprise selection I jumped on board, albeit free (just to test initially). Similarly to my experience with HubSpot CRM the experience has major pros but major cons. Aesthetically it looks great, then I quickly find missing features. The major issues I have with Service Hub include:
Closed tickets not re-opening if customer responds after we have closed ticket.
No iOS/Android mobile app
No end-user portal for customers to login and view their tickets/responses
No ticket numbers to refer staff or customer towards
No dashboard showing number of open tickets etc.
No list/dashboard allowing me to quickly identify new/priority tickets
I understand the first point has been addressed last month but when I looked into this further it’s onlt available for Professional not Starter. I really think the Starter plan should include the option for tickets status automation to allow a ticket to reopen should a customer reply to a closed ticket. This is pretty basic stuff!
The competition is fierce and moving fast, they are flexible, dynamic and progressive. I don’t get that feeling with HubSpot at the moment.
I spoke to support tonight and they said they have lots of engineers working on Service Hub as it’s so new they know there are gaps - (surely it shouldn’t cost £400 per month at this stage then!?) The said they expect updates around INBOUND 2019 in early September 2019.
At this stage a roadmap, some thoughts on what is coming, some beta offerings would be well received.
So much potential but currently I’m feeling let down.
This is the complaint I am getting right now as well. Our account managers want to be able to keep up with their clients as they have issues. The mobile sales app is great, but I would like some Service Hub integration as well…
can the mobile app be able to log service tickets. In general any applications that can be used in the lap top version should be available in the mobile app. Most outside salespeople use the mobile app to access Hubspot.
Agreed! The mobile website is not usable on a phone. The app is nice but needs to be able to handle tickets. Also, it would be great if search was at the bottom (easier reach of the thumb for one-handed work).
Please add TICKETS soon…my people are getting very tired of not being able to use a phone to do their work. Most of them don’t…they just wait until they get back to a desktop which makes for very sad customers.
I want to migrate from Zoho to Hubspot. But we are a very small team, so we do a lot of support outside the office, on the way to sales meetings and at home. I cannot make the switch until there is a way to respond to tickets on the mobile app.
I reached out to support and got the following advisement:
“From what I heard directly, there are no current plans scheduled to bring Tickets to mobile. With any updates at all, the Mobile team will prioritize keeping the Community Thread you shared updated.”
This is 100% contrary to what @RonanB said on 3-26-19.
Can someone provide an explantion as to why the narrative has changed? Many HubSpot users are relying on accurate information to plan their paths foward. Or at the very least, update the status of this KB forum to accurately represent the status?
No tickets on mobile?? Come on, we neeeed this! managing our comapny is fractured enough as-is without having to add yet another software provider on top of all the ones we already have. We NEED a mobile option for tickets.
This is a perfect addition to HubSpot in our opinion. In what we do we are constantly on the phone with clients and hardly ever in front of a desktop for more than an hour at a time. Being able to access/create tickets from the phone would streamline our customer service even after hours so the small things don’t fall through the cracks! Thank you all for everythnig you do.
This is really important. Even if we can’t edit or create tickets in the app, we need the ability for the field team to be able to see that there are tickets associated with the company/contact. That way they can know everything that is going on before they enter.
Having the ability to edit, send emails from, or add notes via the mobile app would also be outstanding as well. Thank you!
Hello HubSpot? Please update the forum on the status of the mobile app updates. Didn’t see anything at Inbound to support any good news towards HubSpot being mobile enabled; and can’t get any updates from our account consultant. Extremely disappointing.
