The new Help Desk feature from HubSpot, currently in beta, is a fantastic initiative for streamlining the handling of incoming emails and chats by merging tickets and the conversation inbox into a single, more efficient channel.
However, based on the current beta requirements, it appears this feature will be restricted to paid Service seats, which we anticipate could become a significant issue for many users as not everyone involved in replying to tickets and conversations will have a paid Service seat. This leads to a disparity in experience and organization between the two types of users, which is far from ideal.
If HubSpot insists on implementing this as a paid seat feature, we strongly suggest providing an option to allow accounts to opt out of this new experience. This would help maintain a unified support experience for all our users.
Hi @angus0817
Thank you for reaching out to Hubspot Community and glad to hear that you are enjoying the new HelpDesk feature.
Moving this thread over to our Ideas board where the team can see and hear your feedback on this Beta
It’s the same issue for us. We have seven paid Service seats who can access all the tickets, but when we try to assign tickets to owners without a paid seat those owners can’t see any of the details and cannot respond. When they try to open the conversation it says they need a seat. Depite saying “you can still view, edit, and respond from the tickets index page” you really can’t, presumably because when we moved the Channel we moved the Conversations, too.
FYI, things have changed since the original post. People without paid seats can now see and respond to tickets in Help Desk just fine. If you’re interested, there was a recent HS Admin HUG called “Moving to Help Desk: Who, When, and Why”, and they’ve posted the recording on YouTube.
