Since everyone is looking to move from conversation inbox to Help Desk, I think it would be better if you add the button Compose to send emails directly outside without creating a ticket first.
Status: Delivered
Status history
Yes please! Our team really wants to compose feature in Help desk. Please!
We started with Help Desk since it was available to switch to right when we added Service Hub. I see you can compose from the Inbox, but not from Help Desk. If I try to connect the same channel to Inbox as I have in Help Desk, I get an error because it’s already connected to “conversations” or the old Help Desk. So I have to create a ticket in Help Desk first, then send an email from that ticket. Sometimes, we don’t have a company/contact in our system for when we want to send the email. So then we have to create a contact just to start the ticket. It’s not practical to do that. Please allow this ASAP!
Yes, we just switched from using Inbox to Help Desk. This has been the 1 requested feature from out team. Not every email our team sends needs a ticket.
Please implement this function as soon as possible
. My team doesn’t want to keep switching between the inbox and the help desk. I know that all help desks are based on tickets, but I don’t want to have to manually create a work order before sending an email. It would be great if a ticket could be automatically created after the contact person replies to our email.
If this function is not implemented, it will be very difficult to persuade team members to use the help desk
.
We definitely need this feature. We are moving a few high volume email teams to HubSpot and ideally would like to use HelpDesk. However, the steps to compose an email would reduce our team efficiency.
Being able to compose an email as simple as it’s available in the Inbox would be needed for us to maintain our efficiency. The additional ability to compose a new email while in an existing ticket (to become a child ticket) would help significantly.
Please bring this feature in as soon as possible.
Dear HubSpot Team,
I am writing to strongly support the many requests already raised by other users regarding the urgent need for a “Compose Email” feature directly in Help Desk.
Our organization has a team of 12+ members handling hundreds of emails daily in Help Desk. As a paying HubSpot customer, investing thousands of euros annually in your platform, we need a workflow that supports efficiency and practicality. Unfortunately, the current requirement to create a ticket before sending any outbound email creates significant friction and slows our operations.
Not every email our team sends needs to be tied to a ticket from the start. Having to create unnecessary tickets or contacts just to send a quick email is not scalable and creates inefficiencies across our entire team. With high-volume email management, this missing functionality impacts both productivity and adoption.
We kindly but firmly request HubSpot to prioritize the implementation of this feature:
- The ability to compose a new email directly from Help Desk without first creating a ticket.
- Ideally, the option to generate a ticket only when the recipient replies, or link the email to a ticket afterward if needed.
Since Help Desk is positioned as a paid, professional-grade solution, it is critical that it matches the flexibility of the Inbox. Without this feature, it is very difficult to encourage team members to adopt Help Desk fully.
We urge you to treat this request with the highest priority. It directly impacts our ability to deliver timely, efficient customer support while continuing to rely on HubSpot as our trusted platform.
Thank you for your attention and commitment to improving this tool.
It is very important to our firm that HubSpot adds a “Compose Email” feature directly in Help Desk, as it is in Inbox.
We recently moved all of our channels from inbox to Help Desk, as we were under the impression that Help Desk was a solution for conversation and ticket management all in one interface/view. The current requirement to create a ticket before sending any outbound email from Help Desk creates significant frustration for my team and slows our operations and repsonse times.
As a paying HubSpot customer, investing thousands of dollars annually in your platform, we need an option to simply compose and email our clients from Help Desk. With high-volume email management, this missing functionality impacts both productivity and adoption.
Please add the ability to compose a new email directly from Help Desk without needing to create a ticket first.
please!
Hi everyone! Sophie from the Help Desk product team here with an update that this is currently in development. Thank you so much for taking the time to upvote and share your feedback. It’s central to the work we’re now doing to add this functionality, and we really appreciate your partnership in helping us improve help desk. We will share more updates here as we make progress, and we hope you’ll continue to share your thoughts and insights on this!
Hi Sophie,
Just wanted to reach out to confirm if there are any updates to this feature currently in development. It’s the only feature that’s keeping us from moving our email-heavy team members over from the Inbox to Help Desk. Do we have any expected timelines to ability part-take in Beta testing when once it’s ready?
Hi everyone, just sharing an update that this functionality is now live. If you click the " + " sign in the top left corner of help desk in the views sidebar, you’ll now see two options: one for creating a ticket, and one for sending an email. With the latter, you can compose your email and the ticket is automatically created when you hit send.
You can learn more about how this works in the product updates section of your portal by searching for “Send an email to create a ticket in help desk.”
