Hello,
We have been testing Help Desk in recent weeks and we like it A LOT. However, we noticed that ticket-related notifications are NOT consistent at the moment.
For example, some notifications include links to the old Tickets UI. For example, “X has made you the Ticket owner of the ticket Y” or “X mentioned you on the company Y”. This will create a very INCONSISTENT experience for our agents. I want our agents to use Help Desk, but links in notifications will often take them to Tickets. It also means I will have to train them on BOTH Tickets and Help Desk.
On top of that, there are no links to Help Desk from Tickets that I can see.
And then there are such curiosities like this one in Your Preferences > Notifications: there are separate check boxes for “Help Desk ticket assigned to you” and “Ticket assigned to you”. Such separate check boxes do not exist for any other notifications.
This will create a maze for our agents that will be difficult to navigate while everyone is trying to learn HubSpot Service.
In general, I expect that notifications will include links to either Help Desk or Tickets, in a consistent fashion. If our team works with Help Desk then they should never receive notifications with links to the Tickets UI.
Is this something that HubSpot is hoping to improve in the coming weeks?
Thank you,
Michal