Users without paid service seats should be able to see the chat content on a contact record. . . this is crazy they can’t even read it from the contact page. Mainly so sales can follow along with onboarding/client success activities including conversations in the helpdesk
Agreed, just sent an email about this. It’s absolutely bonkers and will self-nuke the whole hub if this is the way they proceed. We have about 20-40 people answering tickets, and an additional 20-40 people who will need to check the tickets. If all of those people will need seats, its a nobrainer to switch back to a native support solution. All the pros: cheaper and more integrated will dissapear. Just a slap in the face to those people who have been spaghetti workflowing their way around the service hub before this.
They should focus on actually giving the Service Hub value, which it has been lacking severely. If they require a seat to answer a ticket it will never get adopted.
I’m not sure if they intended for this, or if it’s just not working correctly. It says people without a seat should still be able to view, edit, and respond to tickets from the Tickets Index Page… it just isn’t allowing them to.
Hello, thanks for your feedback! I’m happy to report that we recently made changes to allow users to view and respond to tickets in help desk even without a Service seat.
Thanks @rsail ! That’s SO helpful. 
