Hey,
We have migrated to the new Help Desk feature, but are now rescricted on the mobile app.
The features missing are:
Workaround could be to allow ticket notification on mobile in workflows so we get notified when a new Help Desk ticket is created, replied etc.
Our Help Desk is, in part, looked after by Field Service Engineers. When we had our Support email linked to the “Inbox” function, they could manage comms via that. This is no longer possible now it’s split out to Help Desk, except in a really difficult way via Tickets. Please add Help Desk to iOS so we can support our customers in the field!
This is definitely needed ASAP.
Currently the UI for accessing Help Desk on mobile devices is very hard to use, it’s a big step back from what we had before we started using Help Desk (I think we were using Inbox previously). Adding Help Desk to the mobile app would be great but as a first step making the web interface for Help Desk responsive would fix our issues.
I’m in total agreement. I just switched from Inbox to Help Desk only to find out I now cannot work on my phone answering support questions, etc. This has changed my whole workflow and I hope Help Desk will be available like Inbox in the mobile app.
We need this ASAP. It’s an essential part of our workflow.
Switched the Help Desk a week ago and the lack of a phone app inbox now hurts my workflow. This is needed ASAP.
Definitely agree this should be an option!
+100 this would be the only useful feature for the mobile app
@hubspot can we get a update on this?
@hubspot PLEASE! This is much needed… lots of support is done via mobile. Thanks!
I am upvoting this. We need a more functional help desk version for mobile. I rely heavily on my mobile app and how it is very annoying to have to have my laptop handy.
Agree. Inbox and Tickets are now merged in Help Desk, and I need to be able to reply to chats. Please look into this urgently, thanks
+10000
This feels like it should have been a logical thought to add this in the mobile app as well since we’re talking about support teams. Needless to say, I’m upvoting.
I do think that the mobile app needs to have the Helpdesk feature if you planned to roll out the Helpdesk - otherwise, allow us to revert back to Inboxes so that we can use back all our original features
Second this, I mailed support today thinking HubSpot had this planned so I was wondering when it would be added, just to hear this back:
I’ve done research internally and at the moment our product team don’t plan to add the helpdesk to the mobile app. I don’t have more details on the situation as this decision depends on our product team.
The support agent I talked to did mention she would pass on my feedback to the product team in hopes that they would add the Help Desk to the app.
But why would you release a new feature that is not supported by all HubSpot software and have customers migrate to it while reversing the migration is impossible. I now have a completely useless app on my phone that worked fine before.
The fact that Help Desk is missing from the mobile app is absolutely unacceptable. As a fully-remote company providing after-hours support to our own customers, our team relies on the mobile app. Conversations are available there, and we have used it to communicate with our customers for a long time.
We migrated to Help Desk on Friday, and now our process is broken.
We did our due diligence prior to migrating by reading the migration documentation in detail. Yet the fact that Help Desk is not available on the mobile app is not mentioned at all. I think it’s pretty obvious that if Conversations are available in the mobile app, then customer support teams are using that app to communicate with their customers. The fact that it’s missing here would have been a major deterrent for us; we would not have migrated had we known. And now we can’t migrate back.
I see that the Mobile Prospecting Workspace is currently in public beta under Product Updates. But no mention of a Mobile Help Desk Workspace, and HubSpot Support says there are no plans for one. Why is this? What do we need to do to get Help Desk added ASAP?
Agreed. This has been an ongoing issue for all reps working in Help Desk.
