When creating a new ticket in Hubspot, there is no option for comment. The comment field for internal use when creating a ticket. You have to send the customer a email before the option "Comment" comes up in the ticket you are working on.
We work on cases alot across from different departments, and a case is made and discussed alot before sending a email. So we need this field allways avaleble in a new ticket, before ever sending information to the customer in question.
We do know about the detail option when creating a ticket, but this just does not work aswell for us, its a nice start, but we can not keep editing details every time the ticket goes back and forth and so on. Just add comment field option allways on a ticket.
This is an important feature that is missing -- Comments visible on tickets. Currently can only see Comments in Help Desk, but not in Tickets. Can make Notes in Tickets, but not see them in Help Desk. It's tricky avoiding a collision/misunderstanding with all this hidden information!
Critical requirement! A comment section should be available for everything so we can communicate internally within the HubSpot platform and keep track of these associated internal communications.
This is absolutely a critical requirement. I just started a trial, and if I have to make a wonky workaround, seems silly, but could be a deal breaker. We are going to be creating tickets as team directly in Hubspot for clients and sales prospects. Being able to create a comment immediately is a major need.
Comment should be available when there is no email. Especially considering that when you use the slack shortcut to create a ticket there would obviously be no email record associated to the ticket. We use this for internal tickets and it would be pointless to be emailing between internal teammates vs commenting.
Need this ASAP, it seems like this would be an issue for any ticket from internal teammates whether from the UI, Slack, or the Gmail plugin. Being this was not a problem in tickets before helpdesk, it seems like a miss.
Yep, this is definately minimum expectation. Specially for teams which receive tickets from other sources / external systems ( not necessary email / sms ).
I definitely need this feature. we used 'notes' a ton when we were only using tickets, and now that we have migrated to help desk it is difficult to communicate internally on an issue that doesn't necessarily require an email to someone first.
I thought this was a bug at first, but was kind of blown away to learn that it was just a limitation of hubspot. Seems really obvious that someone should be able to leave a comment when initially creating a ticket. On a related note, it would be great if comments were accessible via workflows so that I could have a workflow put a comment into a ticket when enrolled.
