Access Service Hub Tickets on Mobile App

[kdipaolo]

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

[kdipaolo]

Hi there,

I'm happy to say that a list view of Tickets in the iOS app has just launched in version 3.306.0 and above. Once you've updated your app to the latest version, you'll find Tickets in the menu in the app. If it doesn't appear, double-check you're running the latest version by searching for HubSpot in the App Store. If it says "Update", go ahead and do that. If it still doesn't appear, try logging in and out again to refresh the app.

Check out this video to see how the Ticket list works: https://www.loom.com/share/3e7459c6360847b6bd5e9e1458ebcf00

List view of Tickets in the iOS app

[kdipaolo]

Hi there,

I'd like to give you all an update on Ticket functionality in the iOS app. You can view, edit and create Ticket records on iOS.

To navigate to a Ticket record, you can:

• Go to the Associations tab of a contact, company or deal. Existing associations to Tickets can be seen here and tapped to open the ticket record.
• Tap on a Ticket association from a Task.
• Tap on a link to a Ticket record in another app on your phone, such as email or Slack.
• Search for Tickets.
• Tap on a Ticket Association from a Note or Logged Activities.
• Tap on a Ticket from a Conversations thread.

On the Ticket record, you can:

• View the Activity timeline and create notes, tasks, and logged activities. The Timeline can be filtered to show only the Timeline cards that are of interest.
• View and edit associations to contacts, companies and deals.
• View and edit property values including status. If you set up “required properties” which must be filled out before moving a Ticket to a given status, this is reflected on mobile.

To create new Ticket records:

• Go to a contact, company or deal record
• Tap on “Add tickets”
• Tap on “Create new ticket”. The properties and requirements shown on the Ticket create form match the configuration you set up on web.
• Alternatively, you can create new Ticket records from a Conversations thread.

Please note these limitations that still exist:

• There's no Ticket list/pipeline view in the iOS app. (There is on Android).
• Not all Timeline cards are available on mobile.
• There's no way to navigate from a Ticket record to an associated Conversations thread.

Please take a look at the Knowledge Base article "Work with records in the HubSpot mobile app" for more information.

[kdipaolo]

Hey folks - Max from the Service Hub product team here. 

Transparently, we put this idea into an "In planning" stage much earlier than we should have in terms of setting expectations with the Community on delivery timing. Broad support for actioning and responding to tickets is certainly on our roadmap in 2020. We will be bringing iterative support for actioning and responding to tickets in Mobile throughout the next six months. 

[kdipaolo]

We're currently planning support for Tickets on mobile.

[kdipaolo]

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

[kdipaolo]

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

[kdipaolo]

 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

[CDeffrennes]

Bonjour,

je suis également en demande de possibilité d'avoir les tickets sur le mobile. merci de nous donner ds infos sur cette possibilité.

Christophe.

[wegmanp3]

I think this is a great idea.  This would be very helpful for our business.

[nc_3manfactory]

Given the current impacts of Covid-19 and the move to remote working for a lot of teams having access to a wider suite of functions, especially Service Hub and Tickets, via the app seems essential.

[Kierstin]

Are there any updates on the iPhone version? I'm an Android user and have the beta, which is perfect for what our team needs. However, I do have a couple of internal customers that are getting close to pushing this all out to their sales team and some of them will have iPhones. Their reps being able to see active tickets through the mobile app while on the road is going to be CRITICAL! 😞 We've been fortunate that the pandemic has provided some extra time before this was a requirement. We were all hoping it would come along before we become active in the field again. 🙂

Thanks for any updates you may have! Appreciate everything you all do!

[JulianTEC]

We have delayed the rollout of HubSpot to our entire Relationship Management Team due to tickets being unusable on iPhone. I would also appreciate an update.

[AdamZ]

Any update on Service Hub on Android version of HubSpot

mobile app? 

[blanger]

This is a must for mobile Acess !  

[WGallagher]

yeah this is a reason to cancel for me, 

I'm giving it a few more weeks

[Ali1]

Any plans to get this up-and-running? This last reply is 2018.

[mikloso]

This addition is extremely important to my company! We need to add pictures of items to each ticket, and right now that involves: taking a picture, emailing/airdropping/etc to a laptop and then uploading that to the ticket. Service Hub for iOS would save us a ton of time.

[Andrej]

We also wait Service Hub features in iOS!!!

Thanks,

Andrey

[SCollinson]

This would be incredibly helpful!

[CVillanueva]

This is an absolute must. We need our team to be able to work from their phones to address ticket items. Is there an ETA on this one? 🎟

[MattBibby]

Service ticket access on iOS also required here!

[JulianTEC]

Does anyone from HubSpot read these? 

[fbssupport]

Do think so or they don’t care that we need this function!

Get Outlook for iOS

[billyzero]

When will TICKETS be available on your app on iphone, 

This is a bit of a pain to not have tickets. 

We have so many issues with the app, like you can't see pictures in Tasks, 

it's really looking like i may need to jump to another platform for what we do. 

we do all remote work, so if you are in the field, this app becomes very hard to use. 

[DGlyn-Cuthbert]

Agreed, this is extremely frustrating. How can such a huge software firm like Hubspot exlcude iphone users from ticketing? It just makes no sense. I was shocked and dissapointed to discover this. 

[ChrisP1]

Our import supply chain is still archaic and tracking shipments with the service pipeline has been a great solve, but it's devastating not to access via mobile app. 

HubSpot team, when can we expect a mobile app?

[nc_3manfactory]

@JoeMayall is there an update on how plans for bringing tickets to either mobile or app is going?

We're under some serious pressure from a major client around this, especially following the pandemic as I'm sure like a lot of other organisations their support functions switched to remote working and many are likely to stay that way for some time.