Always show full messages in Helpdesk tickets (no “Show more”)

HubSpot Ideas
1

We are working intensively with the HubSpot Helpdesk and are experiencing an issue with how conversations are displayed in tickets.

Currently, longer replies and internal notes are collapsed by default and only partially visible. To read the full content, you have to click “Show more” each time. In tickets with a long history, this means constantly expanding messages manually, which significantly slows down the workflow — especially for support agents who handle many tickets per day.

Our request:

  • A setting (ideally per user or global for the portal) that ensures all replies/notes in the Helpdesk are always displayed fully expanded.
  • Alternatively, at least an option like “Show entire thread” or “Default: always show full messages” that can be saved/remembered.

Background:

We want to see the full context of a ticket at a glance, without repeatedly having to click “Show more”.
The current collapsing logic makes sense for extremely long threads, but for support teams processing many tickets daily, the additional manual clicks are very frustrating and time-consuming.

Question:

  • Are there already plans to introduce such an option in the Helpdesk?
  • If not, I would like to submit this as a feature request and would appreciate feedback from other users and from the product team.

Thank you very much!

2

Hey @CHaas8, to my knowedge there is currently no native setting (global or per-user) to disable the auto-collapse feature in the HubSpot Helpdesk view. Hence I recommend posting your specific use case on the HubSpot Ideas Forum. Here users can upvote the existing request in the HubSpot Community. The product team monitors these threads closely for UI improvements.

3

Hi there,

I’m Abiola, one of the Product Managers for HubSpot’s Help Desk tool.

I’m pleased to announce that this feature has been delivered to all Help Desk customers. When you open a ticket, the most recent message now automatically expands so you land in context immediately — no more clicking “Show more” on the last message. Longer replies and internal notes no longer collapse unexpectedly — messages now expand downward and stay expanded as you scroll. A new floating button lets you expand or collapse all messages in a thread at once. There’s also a new full-screen mode that strips the view down to just the conversation thread and reply editor for distraction-free reading. No setup required — this applies automatically to all Help Desk users. More information can be found in this product announcement.

Thank you for taking the time to submit this Idea.

Abiola