# The new Help Desk beta needs fixing

**URL:** <https://community.hubspot.com/t/the-new-help-desk-beta-needs-fixing/103158>\
**Category:** HubSpot Ideas\
**Tags:** help-desk\
**Created:** [March 21, 2024, 11:54pm UTC](https://community.hubspot.com/t/the-new-help-desk-beta-needs-fixing/103158 "2024-03-21T23:54:16Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![RNoll](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/rnoll/32/70782_2.png) [@RNoll](https://community.hubspot.com/u/RNoll)\
**Post date:** [March 21, 2024, 11:54pm UTC](https://community.hubspot.com/t/the-new-help-desk-beta-needs-fixing/103158/1 "2024-03-21T23:54:16Z")

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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

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**Author:** ![rsail](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/rsail/32/81270_2.png) [@rsail](https://community.hubspot.com/u/rsail)\
**Post date:** [April 17, 2024, 9:27pm UTC](https://community.hubspot.com/t/the-new-help-desk-beta-needs-fixing/103158/2 "2024-04-17T21:27:58Z")

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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!

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**Author:** ![RNoll](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/rnoll/32/70782_2.png) [@RNoll](https://community.hubspot.com/u/RNoll)\
**Post date:** [April 17, 2024, 10:06pm UTC](https://community.hubspot.com/t/the-new-help-desk-beta-needs-fixing/103158/3 "2024-04-17T22:06:04Z")

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Hi Rose,

This problem did, indeed, get fixed.

Thanks,  
Robyn