As a support agent working in the Help Desk, I would like to be able to configure which ticket properties are displayed on ticket cards in the Help Desk board view,
so that I can quickly assess, prioritize, and manage tickets without having to open each individual record.
Currently, ticket cards in the Help Desk cannot be customized. This limits quick insight when working in board view. In other HubSpot objects, such as Tickets, Leads, and Deals, and within the Sales Workspace, it is already possible to configure card properties.
Providing configurable ticket cards in the Help Desk would:
Improve speed and efficiency for support teams
Helps support teams quickly see and prioritize tickets from the board view.
Create consistency across HubSpot workspaces
This would make moving from the Inbox to the Help Desk more valuable.
We have many customers who make the switch from Inbox + Tickets to HelpDesk. These customers are used to work with board views and therefor the first thing they do is switch the HelpDesk to the Board. However the tickets are enourmous and contain a lot of unrelevant information.
These clients are used to be able to customize the tickets from the ticket pipeline and are highly unsatisfied with losing this feature.
I also want to change the properties on Cards in the HelpDesk to match the properties on Tickets on the Board view of the Ticket Pipeline. Right now my users are seeing 2 different card layouts and I can’t explain the inconsistency, nor can I fix it. They should be the same or we should have control over the Cards in Helpdesk the same we do as in the Ticket Pipeline. Thank you!
It is surprising that this isn’t a standard feature for all cards in HubSpot. We are currently migrating to Help Desk, and the lack of this functionality is a significant setback compared to the previous Tickets view.
Hi everyone! This is Smrti, PM for the help desk board layout. I’m happy to share that we have a new beta called Help Desk Board Layout Redesign, which will enable you to customize the help desk board cards. We hope this addresses your needs. Please give it a go and share any feedback to helpdeskfeedback@hubspot.com. Thanks!
Thanks @SmrtiJRahmat. This is great - have signed up to the beta to test it out!
Are there any plans to allow customisation of the Ticket List Preview Cards in the middle panel of the Helpdesk split view? I have a request to add ticket tags and/or ticket status so that the customer experience team can see this information at a glance.
Hi @SmrtiJRahmat - this is great, and I’ve added the beta to test out.
However, I do have another request from help desk users to be able to see the ticket status property and/or ticket tags on the Ticket List Preview list on the left in the Helpdesk split view. This is so they can quickly see this information as they glance down the list on the left without switching views or clicking to display the ticket. Currently these just show ticket name, contact name, a snippet of the last message, and the time since the ticket was created. Are there any plan to allow any customisation of this area?
Hi there! I’m afraid this isn’t currently on the roadmap. The CRM sidebar on the right hand side is customizable, however, so you should be able to configure those properties there.
Hello! The beta is closed, but I’d be happy to add you if you’re willing to share feedback. Please email helpdeskfeedback@hubspot.com and I’ll assist you!
