Calling from HelpDesk

[PJas]

Hi,

can I call a customer directly from the Help Desk view in HubSpot?

Best regards,

PJas

[Jigar_Thakker]

Hi @PJas ,

Yes you can call a customer directly from the Help Desk View if your calling app or channel is connected.

Service> Help Desk > Click the name of the ticket for customer you would like to call > In the ticket thread click Email > Select Call > Choose your connected calling app and start the call 

FYR: https://knowledge.hubspot.com/calling/connect-a-calling-app-channel-in-help-desk

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !

[PJas]

Okay, but the option to choose a phone call or email is only available when a conversation has already been started. If there is no existing conversation, there is no option to initiate a phone call.

[Jigar_Thakker · Accepted solution]

In HubSpot Help Desk, calling options only appear within an active convo or ticket. To start a call, you will have to first open or create a ticket. after which once you are inside the ticket you will see the Call option to initiate the conversation.

Let me know if you'd like help in creating a new ticket and the process.

If this helps, feel free to mark it as the solution ✔️ and give it an upvote 👍 !