HubSpot has removed the ability for company users with Account Access permission to see all company tickets in the Support Inbox.
This is a terrible decision on HubSpot's part. We have 20 people at our agency and any one or small group of them could be communicating with HubSpot support across any of the 60+ accounts we service. It's not practical to forward messages to the whole company on such matters. Furthermore, we have now irrevocably lost access to the ticket history for any team members who have left the company.
HubSpot support team, imagine trying to do this for your own ticketing system and if you couldn't see prior ticket history coming in cold to service an account. Please fix this! (It's fine if it's just for Super Admins, we just need to be able to see the history somehow.)
This is a small but critical feature and can't imagine why Hubspot decided to remove it? I hope this is prioritized by the product teams to bring back ASAP.
This is an essential requirement for your partner agencies to be able to effectively assist their clients support requests, and also internally where there are several members on a team who need to access the ticket. Please bring this back. The support teams are also not cc'ing requested members into support tickets anymore either which makes it difficult to ensure support is being followed thorugh on as work moves through teams. This is an essential requirement that should not have been removed.
Even for non-agency accounts, Super Admins being able to see and access tickets that individual users have created within the account would be incredibly useful. I want our user's to be able to submit HubSpot support requests more directly but still give me the ability to know what issues are being brought up and how many. Sad to hear that this was once a capability that had been taken away at some point.
I'm a Product Manager looking after our internal tooling at HubSpot and I wanted to update you about some recent changes to our internal systems at HubSpot. As we moved our Support team to a new system and expanded access to additional departments, we needed to take extra care to protect data privacy—particularly regarding who could view Tickets. This unfortunately required us to temporarily remove the ability for Super Admins to view all Tickets.
I apologize for any inconvenience this may have caused and appreciate your understanding.
I'm happy to report that we’ve made important enhancements here and will be reinstating this feature soon. Please keep an eye out for updates in the coming weeks!
Thank you for your patience and for being a valued member of our community.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
