Helpdesk showing ticket without email connection

[JJ9]

Hi together, 

I do not really follow this behaviour of Hubspot Helpdesk. 

I do understand, that in case, I do not have connect any channel to my helpdesk and have tickets in HS, these will we shown in helpdesk either. 

BUT, 

there are not all. So I do not really following this. 

I am preparing the helpdesk for our users and I want to set filters correctly. But after setting my filters, no tickets are shown. 

my active view under CRM-> Tickets - so 6 Tickets open

non of them in helpdesk

Both filters are exactly same. 

Any idea how can I fix this? 

Thanks

Jana

[Matti1]

Hi Davey,

It seems that no channels have been added to the helpdesk so far, yet some tickets are already visible – but not all of them. The key question is: Why are tickets without an assigned channel being displayed in the helpdesk? This complicates the implementation, especially if the plan is to integrate different channels or pipelines step by step.

[warrendavey · Accepted solution]

The issue of HubSpot Helpdesk not displaying tickets that appear under CRM > Tickets could be caused by several factors, and the situation you’ve described points toward a potential misalignment in filters or configuration settings. Here’s how you can troubleshoot and resolve the issue:

Steps to Diagnose and Resolve:

1. Ensure Correct Filter Application in Helpdesk:

   • Double-check the filters applied in the Helpdesk view. Even if they appear identical to the CRM > Tickets view, subtle differences, like case sensitivity or data type mismatches, could result in discrepancies.
   • Navigate to the Helpdesk settings and verify that filters are not inadvertently excluding certain tickets.

2. Sync Between CRM and Helpdesk:

   • Confirm that the Helpdesk tool is properly synced with the CRM. If the Helpdesk is set up without an email or communication channel, it may rely solely on CRM data.
   • Go to Settings > Helpdesk in your HubSpot account and check the connection to CRM for ticket management.

3. Verify Ticket Properties:

   • Check if any tickets missing from the Helpdesk view have unique properties or statuses that might exclude them. For example, custom properties or a missing association to a specific pipeline could cause tickets to be filtered out.

4. Pipeline and Workflow Settings:

   • Ensure that tickets in the CRM belong to the same pipeline being referenced in the Helpdesk. If multiple pipelines exist, verify that the correct one is selected.
   • Review workflows that might automatically assign, update, or route tickets in ways that affect their visibility in the Helpdesk.

5. Permissions and Visibility Settings:

   • Confirm that you have the appropriate permissions to view tickets in both the CRM and Helpdesk tools. Some tickets may be restricted based on permissions or ownership settings.

6. Reset and Compare Views:

   • Reset the filters in both CRM and Helpdesk to default and compare the results. This can help identify discrepancies caused by customized views.

7. Review Audit Logs:

   • If you still cannot identify the issue, check audit logs for any recent changes to ticket settings or views. This may provide insights into when the discrepancy started and why.

Escalation

If these steps do not resolve the issue, consider reaching out to HubSpot Support with detailed screenshots of your filters and configuration settings for both CRM > Tickets and Helpdesk. Providing this context will help the support team identify any underlying system issues.

Feel free to let me know if you need guidance on any of these steps!