The new Help Desk beta needs fixing

HubSpot Ideas

Status: Idea Submitted

1

UPDATE 4/17/24: This has been fixed!

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I was told to come here to drop in an idea/request. Could you please fix the new Help Desk beta so people without a service seat can still “view, edit, and respond to tickets from the Tickets index page”? The graphic says our users without a seat should be able to do that, but currently they can’t. Ever since I moved our channels and conversations to Help Desk, only our seven paid seats can respond to tickets. I don’t think this was the intention.

Thanks,

Robyn

2

Hi Robyn!

Non-seated users should still be able to view and respond to tickets in help desk. They will need either Sales Access or Service Access turned on in Users & Teams settings to access help desk, but they won’t need a Service Seat.

If you’re still having issues, please file a ticket with our support team so we can investigate this further!

3

Hi Rose,

This problem did, indeed, get fixed.

Thanks,
Robyn