Hi everyone! I’m Sophie from the Service Hub product team, here with an update on this request:
Help desk is currently in public beta. Help desk combines the best of tickets and converstion into a single workspace to drive efficiency and connectivity between your business, support team, and customers, resulting in faster resolution times and improved satisfaction. Learn more in this video overview and on the KB. (Plus: here’s how you can migrate from inbox to help desk.)
In this scenario described above, we want every chat to create a ticket. Help desk makes this possible because everything that comes into help desk is a ticket, automatically.
Help desk is currently available for seated Service Hub Pro and Enterprise customers. We will be enabling the collaboration use case (for non-Service Hub seated users) with the upcoming release to all. You can opt in here, or by navigating to Product Updates in the top right corner of your portal and searching for “help desk.” If you have any questions, reach out to your CSM or emails us at helpdeskfeedback@hubspot.com.