We recently migrated our inbox channels to help desk. While it’s nice and more efficient now having all of our tickets in one view, there is some functionality that we used to have in the Inbox that we are now lacking in help desk.
- Max capacity setting for live chat does not work for help desk (it takes into account ALL tickets with ‘chat’ as the source rather than actual ‘live chat’ conversations.
- Replying/emailing another contact from a ticket sends them the entire thread, which is often not a wanted action. There’s no easy way to send a one-off email from help desk like we used to have in the Inbox.
- Notifications not working for new assigned chats.
- Round robin assigning for live chat doesn’t work right, as it also takes into account all ‘chat’ source tickets.
Hoping these will be resolved in time or that there may be some workarounds to resolve them.
Hi @ChristineAnn,
I’m sorry to hear about your experience regarding this and thank you for your valuable feedback.
This means a lot to us.
I’d like to ask clarifying questions, please:
1. @ChristineAnn when you refer to “chat” as the source, could you please share a screenshot to make sure we understand where this is located, please?
2. Where did you configure the notifications?
3. Which type of notifications are these? Are they email notifications? Or browser notifications?
4. Are you the only one not receiving notifications? Or other users as well are not receiving them?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
I’d like to share these resources for information:
- Overview of the help desk workspace
- Route tickets in help desk based on agent skills
- Create, respond and manage tickets in help desk
- Set up user notifications in HubSpot
- Not receiving HubSpot system or notification emails
For new feature suggestions, I’d recommend first to search and check if this idea is already present on our Ideas Forum here. If you find a similar idea, give it an upvote and share your unique use case in the comments.
If the idea doesn’t exist already, please consider posting and creating a new Idea on our Ideas Forum here.
Also, I’d like to invite some of our Top Experts to this discussion: Hi @franksteiner79, @GeorgeBThomas and @Jnix284 can you think of workarounds and/or suggestions to help @ChristineAnn, please?
Thank you so much and have a great day!
Best,
Bérangère