I moved an email channel that was connected to an inbox in HubSpot to our Help Desk tonight. Doing so triggered some workflows we have setup to send confirmation emails to customers stating that we’ve received their ticket which caused a lot of confusion.
I wish I could have seen a warning that this would happen when I moved the email channel from the inbox to the Help Desk prior to making the change so I could have turned off the workflows (similar to what you see when prior to completing an import).
I agree. There is somewhat of a disconnect between the available resources about Helpdesk and those dedicated to users who are switching from legacy inboxes to helpdesk. Like understanding the subtle differences between Slack integrations (Chat replies in Slack vs comments only), general chat functionality (i.e., CSRs can’t end chats the same way as the legacy inbox), and even differences in how chat availability is handled. It would be great to have more resources for those who are making the change to helpdesk, to know which features they are losing from the legacy platform.