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.
Definelty need this back. Huge help when colaborating and assisting clients.
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