# Calling in Help Desk

**URL:** <https://community.hubspot.com/t/calling-in-help-desk/107345>\
**Category:** HubSpot Ideas\
**Tags:** help-desk, calling, conversations-inbox\
**Created:** [May 16, 2024, 4:08pm UTC](https://community.hubspot.com/t/calling-in-help-desk/107345 "2024-05-16T16:08:01Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![TWilliams909](https://avatars.discourse-cdn.com/v4/letter/t/ebca7d/32.png) [@TWilliams909](https://community.hubspot.com/u/TWilliams909)\
**Post date:** [May 16, 2024, 4:08pm UTC](https://community.hubspot.com/t/calling-in-help-desk/107345/1 "2024-05-16T16:08:01Z")

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1. Who (what type of **role** or **team** ) is the feature for?

Service Seats / Help Desk Users / Sales Seats

2. View all activity related to the ticket in the Help Desk conversation thread.

3. We would have all communications associated with the ticket in the same thread instead of having to go into the contact page.

5. I had logged a call and associated it to this ticket in between the these 2 emails that were sent out. It would be nice if the logged call showed as an activity in the appropriate place in our conversation.

 ![Screenshot 2024-05-16 at 10.04.55 AM.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/5/e586c5a616b65cc562b851b3e762d30fb9b87903.png)

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**Author:** ![jp-performance](https://avatars.discourse-cdn.com/v4/letter/j/9fc348/32.png) [@jp-performance](https://community.hubspot.com/u/jp-performance)\
**Post date:** [September 18, 2024, 9:31am UTC](https://community.hubspot.com/t/calling-in-help-desk/107345/2 "2024-09-18T09:31:58Z")

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+1, definitely needed!

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**Author:** ![NWisman](https://avatars.discourse-cdn.com/v4/letter/n/cab0a1/32.png) [@NWisman](https://community.hubspot.com/u/NWisman)\
**Post date:** [March 3, 2026, 7:27am UTC](https://community.hubspot.com/t/calling-in-help-desk/107345/3 "2026-03-03T07:27:34Z")

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5. Also just being able to log the call directly from Help Desk, without having to go to the contact card. (This is possible from the Ticket view).

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**Author:** ![Hubby](https://avatars.discourse-cdn.com/v4/letter/h/a9a28c/32.png) [@Hubby](https://community.hubspot.com/u/Hubby)\
**Post date:** [June 25, 2026, 12:11pm UTC](https://community.hubspot.com/t/calling-in-help-desk/107345/4 "2026-06-25T12:11:47Z")

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We work primarily out of **Service \> Help Desk** to manage support tickets, and we’d love the ability to fully log activities directly from the Help Desk ticket view.

Right now, agents can:

- Work the email/chat conversation in Help Desk
- Add internal notes in Help Desk

…but to **log a call or other non‑inbox interactions** (e.g. follow‑up phone calls), we have to:

- Click the ticket name to open the full CRM ticket record in a new tab
- Use the activity timeline there to “Log call” or log other activities

This creates extra friction and context‑switching for agents who are trying to stay inside Help Desk while handling a ticket end‑to‑end.

**Our request**  
Add the ability to:

- Log a call (and ideally other activity types like tasks/meetings) directly from the Help Desk ticket view
- Have those logged activities appear on the ticket timeline and associated records, just like when they’re logged from the CRM ticket record

**Why this matters**

- Agents can stay in one workspace (Help Desk) while still keeping a complete interaction history
- Reduces missed or unlogged follow‑up calls
- Makes reporting on ticket activity more accurate since everything is captured against the ticket

This would make Help Desk a true “one‑stop” working view for support, without needing to jump out to the CRM ticket record just to log a call.