Hi,
we just migrated to Hubspot Helpdesk and we found some issues without a solution at the moment.
It is possible to create views with different filter settings. This allows a basic definition of what data should be shown within that view. But it is not possible store on a view how it should look like. (list view/card view) For example for views it would be better so see them in a table / list view. For some views it would be better to have the card view.
Also it is kind of hard to manage different teams. As example we have an IT support team and also a customer service team. They have different pipelines and also different views. There is not really a way to handle this properly.
The ideal case would be that it is possible to customize how (what views, what pipelines) a user sees the helpdesk. So views could be bound to teams so that only these teams could see them.
Also the sorting can only take one criteria. Here it would be perfect to be able for example to have a sorting criteria (time when the tickets was opened) but also have an option to move high priority tickets to the top. Also the sorting might be different per view because the views cover different use cases like “most urgent”, “oldest”… etc)
Also there is an option to see activity on cards but there is no way to create activities in the helpdesk. Therefore you have to change back to the old ticket view.
Regards,
Andreas Langer