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
@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
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.
@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!
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.
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!
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.
.png "HubSpot Employee"){kind=icon}