Access Service Hub Tickets on Mobile App

Created on behalf of a customer. 

Who: Service Hub

Goal: Access service hub tickets on mobile app

 

It would be helpful for customers who are out of the office and don't have access to a laptop or computer to be able to work on tickets via mobile device and mobile app

HubSpot updates
Oct 19, 2020

Hi @ArturS!

 

I'd like to clarify what I meant when I said "Currently, our team is working on a beta for bringing Tickets to Android". That was a reference to the feature our team is currently building, so it isn't available yet.

 

All developments about tickets for Android will be relayed on this thread, so stay tuned!

 

Best,

Joe

Ideas Forum Manager

Status updated to: In Planning
Aug 6, 2020

Hey folks,

 

First, I’d like to apologize for the confusion surrounding my last status change. There was a miscommunication on our end, and I’d like to clear it up.

 

Currently, our team is working on a beta for bringing Tickets to Android. We encourage anyone interested in this feature to fill out this survey: https://www.research.net/r/VB65RKQ. We don’t have a timeline yet for bringing tickets to iOS, but we’ll update you here when that changes. 

 

However, I would like to clarify that at this time, we are not building a mobile version of Service Hub. I’m switching this status back to “In Planning” to reflect the hard work our team is putting into bringing tickets for Android.

 

Best, 
Joe 
Ideas Forum Manager

Status updated to: Not Currently Planned
Aug 6, 2020

Hey folks,

 

I've connected with our Product team on this thread. At this time we don't have any plans to access tickets on mobile. This is certainly subject to change in the future, but at this time we don't have any resources committed to this feature.

 

Best,

Joe

Ideas Forum Manager

120 Replies
Occasional Contributor | Platinum Partner

 Definitely a good idea. I used to do this on ZenDesk a lot and miss that capability on Service Hub.

New Contributor

Definately - plus when are conversations going mobile? It would be great to assign a ticket from an email conversation on the mobile.

HubSpot Product Team

 Hi PeteSwan, 

 

Conversations is supported on both iOS and Android in Beta. Check out this page for more details and how to enable Conversations. https://ux.hubspot.com/mobileconversations

At the moment it supports Live Chat but Email is part of our plans. 

 

Regards

Ronan

Occasional Contributor

I definitely support this idea, our production staff will not always have access to a desktop computer and it would be extremely helpful for them to be able to access this on the Mobile App. Please develop this! 🙂 

New Contributor

Yes please, can’t even access tickets via mobile web browser properly. Can you tell me on an iPad can u access the tickets on its mobile web browser? Native app solution would be best.

 

also when are conversations email coming to iOS? As a business owner this is where we create tickets from. It would be really handy to have this functionality.

Occasional Contributor

In addition to just being able to access tickets, I believe having a full "Service" area just as within the web browser would be much more beneficial, especially for team members who are working remotely.  When we are on break for a holiday, it would make it much more convenient for our support team to receive notifications mobily rather than having to login in a web browser.  It keeps it consistent too with the whole platform having two ways to access items.      

Occasional Contributor

This is a must for our agents !  Smiley Sad

HubSpot Product Team

Hi everyone, just to let you know we're planning to support Tickets on mobile this year. Firstly we'll support Email in the app followed by Tickets. I don't have a timeframe for it at the moment but I'll update here when I know more.

 

Regards Ronan

Mobile Product Manager

Visitor

Our team would really benefit from this!

Visitor

Absolutely! Let’s make this happen. 

New Contributor

@RonanB When this year?  I'm pretty close to moving to Zendesk.  The lack of support or timeline is murdering us.

Occasional Contributor

@RonanB a timeline would be great. Our support team are hesitant to use HubSpot as this is a very important feature. We have a lot of people constantly on the road and having to sit down with a laptop to answer a support case is limiting at best.

David Aleksandersen
Commercial Support Manager
Dataton AB

HubSpot Product Team

Hi David, Mike & others,

 

We're focused on Conversations email development at the moment, we hope to have a Beta release of Email in April for those that are interested. I'll post when I've more information on this.

For Tickets support once we've Email worked out we'll then be looking at that. I don't have a timeframe for it but I'll update here once we've a better idea.

 

Regards 

Ronan

Status updated to: In Planning
HubSpot Product Team

We're currently planning support for Tickets on mobile.

Occasional Contributor

upvote ^^^

New Contributor

Please enable this feature soon.

Occasional Contributor

This would be super helpful for our team!

New Contributor

@RonanB 
With the serivice ticket viewing, it should also include changes to notifcations; "DND on a schedule" as well as "DND for 'x' hours". (if you have a team and you cover certain hours, getting notifications of others can be just as annoying as not having an app feature)
Lastly, don't forget the way service tickets communicate (conversations and within the ticket) should be a priority, afterall that's the point of this.

It's been painful to use the web on mobile for the ticket's, relying on email for alerts.

If any of you at HS need anyone to test functionality as it's built, please shoot me a message, I'd gladly give feedback!

New Contributor

I 100% assumed (shouldn't have) that I would be able to have access to tickets on mobile when we switched to Service Hub. This is extremely important and something I used on a daily basis with our previous provider. 

Occasional Contributor

I was so pleased to hear HubSpot were launching their Service Hub last year.  I held off going to Zendesk, FreshDesk and Wix Answers.  Then they launched without the tiered levels of their other products but once there was a free,starter, professional and enterprise selection I jumped on board, albeit free (just to test initially).  Similarly to my experience with HubSpot CRM the experience has major pros but major cons.  Aesthetically it looks great, then I quickly find missing features.  The major issues I have with Service Hub include:

 

  • Closed tickets not re-opening if customer responds after we have closed ticket.
  • No iOS/Android mobile app
  • No end-user portal for customers to login and view their tickets/responses
  • No ticket numbers to refer staff or customer towards
  • No dashboard showing number of open tickets etc.
  • No list/dashboard allowing me to quickly identify new/priority tickets

 

I understand the first point has been addressed last month but when I looked into this further it's onlt available for Professional not Starter.  I really think the Starter plan should include the option for tickets status automation to allow a ticket to reopen should a customer reply to a closed ticket.  This is pretty basic stuff!

 

This is before you start to look at clever features such as those mentioned here https://docs.helpscout.com/article/1068-getting-started-video-tour

 

The competition is fierce and moving fast, they are flexible, dynamic and progressive.  I don't get that feeling with HubSpot at the moment.

 

I spoke to support tonight and they said they have lots of engineers working on Service Hub as it's so new they know there are gaps - (surely it shouldn't cost £400 per month at this stage then!?)  The said they expect updates around INBOUND 2019 in early September 2019.

 

At this stage a roadmap, some thoughts on what is coming, some beta offerings would be well received.

 

So much potential but currently I'm feeling let down.

 

Interested to hear others thoughts.