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

[Ali3]

Is anyone going to give us an update on when tickets will be available on the mobile app?

A lot of frustrated people out there that would like to understand Hubspot's roadmap on this.

It is imperative and must-have on a mobile device.

Come on guys give us an update!

Moaning over for now!

[Brighton]

Yeah, this will make or break our ability to fully adopt Service Hub.  

[AAS]

@Brightonyes, same here. we've almost completely stopped using hubspot due to the current mobile limitation.

[EliM]

Totaly support it and feel this is more "a must" than a feature request

[mfreiert]

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. 

[AndyMartinOREC]

Fantastic to see this move to 'in planning' !! Looking forward to testing your beta versions of Mobile Ticket handling early next year !!

[kzand]

Within the app, it would be great to be able to see tickets on our mobile device for when we are away from our desks/computers - since you never know when an urgent Ticket comes in from your customer while you are stuck in a mtg.

Service - Tickets - 

include in the Hubspot App

[jj12stars]

Please put this on a fast track. It seems like this is a no-brainer. Service issues happen 24 hours a day, not just when you are in the office or by a computer. 

[anonymouse]

Six months is a pretty long time - better late than never.

[samglenn]

YES YES AND YES. 

This was created in 2018... and still no update... hard reality to face. 

[mstroh]

hello hubspot team

how long does the planning take?

[CMShields]

Would love for my technicians to be able to access tickets from their mobile devices. 

[David-cole]

I guess it didn't make the 2019 deadline. That is really unfortunate. I was about to take the jump and purchase service hub. Might have to look into a better solution.

[advancedAS]

@David-cole  check into ClickUp. They have the same idea as tickets, the only thing missing is the customer profiles. But mobile is magical and works good.

[bsm007]

I completely concur with MatthewMorrow -- please implement these essential features.

[HunterBoss]

This would be amazing to have for the moblie app!

[artemtour]

we must have it for a normal use of our service team! 

[ReduceMyIns]

Where is this?  Is this in beta?   In Jan 2019 a HubSpot Dev stated this would be available by the end of the year.  Now here we are a year and 3 months later with radio silence.   Does HubSpot make habbit of saying things like this to string along their existing users?  I do not even see a beta sign up for this feature.   This is a HUGE problem and unacceptable for a CRM and Help desk solution as expensive as HubSpot.   

[LH66]

I absolutely agree with every word in your comment, ReduceMylns!

HubSpot, please get your sh#t together, already!!!!

[XtraDat]

Excited for HubSpot after spending days, assuming ticketing will also be available from mobile iOS app, only to find I could not see it in app.

Then I find this thread.

No ticketting option still from apps?

Anyone from HS that can update what is the status on this feature within the apps to support visibility into tickets so we can work also while on the go?  We're in 2020 btw 😉