Hi everyone,
Our organization recently implemented Hubspot’s help desk ticketing system in place of Outlook’s shared mailboxes. We have three separate departments that have transitioned over, and we are running into some minor challenges. Any recommendations would greatly be appreciated.
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Restrict Viewing Unassigned Tickets to Pipeline Access: As tickets arrive, we want them analyzed by a team and come in unassigned. Currently, all unassigned tickets are visible to all teams, regardless of access to the pipeline. The sole alternative is unchecking the view unassigned tickets & selecting only view tickets by team ownership, however this requires an assigned owner. Shared views help, however, we would like 0 visibility for unassigned tickets that don’t pertain to their department/pipeline access.
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Delegation Permissions: Currently, every Team can send out of each other’s department email address. We want to restrict this per user and/or team.
The following are some additional suggestions that we would like to see implemented in the new help desk.
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Ticket Creation Email “From” Line equivalent to Pipeline: When a new ticket is created our IThelpdesk@company.com is automatically set as the sender address every time. We would prefer if the email address of the pipeline specified during ticket form creation to appear on the “from” line once generated.
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Restrict Inserting Team based Templates: When inserting a template into an email, our users have the option of selecting from any of the templates that have been developed. To minimize confusion, we would prefer if users can only view/insert templates pertaining to their team access.
Thanks!
+1 for the pipeline restrictions and email restriction. We have different Support teams, with different projects and each of them are managing their own tickets. As the pipeline restriction does not apply in the Help Desk (does it apply anywhere?), we faced several cases of Customer Success Specialists answering to the wrong ticket, or with the wrong email address.
We’re facing the same issue. Our holding company operates three different businesses within a single HubSpot Org — each with its own support team, branding, knowledge base, and communication channels.
To prevent any overlap, I’m using permission sets and team structures so that tickets from Business A aren’t visible to Business B, and vice versa. But honestly, the setup is a real pain to manage. The easiest workaround would be to restrict access based on each business’s support pipeline. But that’s not how it works, it works on assigned team, so as you state that means you can’t have unassigned tickets… On top of that, the spam folder in the Help Desk isn’t even filtered per pipeline — meaning spam from all three brands ends up in the same place.
Another issue we’re running into is with our support forms: there’s no option to define a default reply address. Ideally, it should be possible to set a default “from” address for every conversation created under each channel.
What’s also extremely confusing is the way tickets and conversations are handled across the CRM and the Help Desk. HubSpot has “tickets,” but also “Help Desk conversations.” When you get a notification for a ticket mention or assignment, you can either view it in the Tickets tool — where the conversation just appears as an activity on the contact record — or open it in the Help Desk. The second option is far better because it gives a clear overview of what still needs attention. The experience between the two, however, feels inconsistent and messy.
And then there’s the mobile app, which is so limited when it comes to checking or replying to tickets. The Help Desk isn’t even supported there. I’m sorry, but for a company the size of HubSpot — and don’t get me wrong, I absolutely love the CRM and Marketing tools — the Service Hub really lacks some essential functionality. It still feels like a “work in progress,” which is disappointing given the price point. We’re on the Enterprise version, so expectations are understandably high.