Idea:
Create the ability when working on help desk tickets to draft and save emails, that are viewable and editable by team members.
This feature was extremely handly in helpscout, it allowed my support staff to draft email responses to customers and ask me to review them.
It gave me the option to edit the response and even send it, when dealing with high profile customers this feature comes in handy. Right now the workaround is to draft an email in notes and copy it back.
100% not being able to see drafts makes it hard for multiple agents to work in the queue.
100% on this. Ideally, this should be governable via permission with some relation to team structure. For example, the typical view/edit/delete by mine, team, all, etc. would work well. Would be fantastic to allow a hierarchial permission options as well, e.g. a manager shold be able to see all team member reportees’ drafts by default. In the last 6 months, HubSpot has closed a lot of the key feature gap between Support Hub and Front (which our CS team uses and loves). This draft-coordination is one of the last remaining major discrepencies. It is a hard stop to any conversation about migrating. We’ve already gotten two teams off Zendesk and into HubSpot. I’d love to be able to explore this final migration. At the moment, it’s not even worth raising internally specifically because of the need for this draft collaboration.
This is now in beta. You can request it under “Product updates”. Works well!
Hi everyone! My name is Hallie, and I’m an Associate Program Manager on our CXM team here at HubSpot. I’m excited to share that there is a public beta for saving drafts in help desk! This is available for Service Professional & Enterprise customers at this time. Attached are screenshots from the product update with more details. Please continue to leave feedback as you use the beta!
Hi Hallie. Thanks for the update. They key addition for us would be drafts sharing across users. We were used to this feature in HelpScout and it helps users see if their peers are working on a ticket, as well as partner together on responses.
Is this in progress? Thanks!
Hi there,
thanks for this feature. I do not follow, how can I get rid of drafts. It seems, that I see also drafts from other users, however I never opened some of thes tickets.
I do understand, that in case I have “reply recommendations” in any of conversation, that this appears in my drafts. Well, that´s fine.
But I have also closed tickets in this view and do not understand, how to remove these tickets from here.
See here:
Here one example from closed ticket and this I can see under drafts.
Thanks for recommendations.
BR, Jana
Hi everyone, Sophie from the help desk product team here with an update: drafts are now live to all in help desk. We really appreciate you upvoting and sharing your feedback on this!
We’re also aware of feedback around team drafts (i.e. being able to see other users’ drafts). At this time this is not on the roadmap, but we will continue to monitor this idea and others as folks share any additional context or use cases around that request as we look to prioritize future roadmap planning. Thank you!