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.
I am experiencing an issue with the login functionality on our company’s internal portal. When attempting to log in using my credentials, the system fails to authenticate and displays an error message stating "Invalid credentials." I have confirmed that my credentials are correct by successfully logging into other systems. This issue persists across different browsers (Chrome, Firefox, and Edge) and clearing the cache and cookies has not resolved the problem. Additionally, other team members are encountering the same issue. This problem is significantly affecting our productivity as we are unable to access critical resources. Please prioritize this ticket and provide an update on the resolution status as soon as possible.
With most tickets originating from calls it is critical that agents can enter private notes/comments on tickets before sending an email. The standard process of a Ticket should be: Answer Call, Take Call Notes, End Call, Send Followup Email.
This is needed for phone reps who create tickets and need to start taking notes immediately. There's no time to send an email and then start taking notes, the customer needs our attention at the start.
Agreed. Sending an email just to take notes seems like wasted energy, and does not add to the user experience. The feature is already baked into the platform and seems like a no brainer to accommodate support teams with heavy or complex inbound calls where sending an email is not the first action to take nor necessary for all call tickets. Being able to draft a note would significantly improve the email being sent as well.
We are also changing from Zendesk to HubSpot and this feature is extremely necessary. For example when creating a new ticket based on a phone call describing a customer's problem, we need to get a specialist's internal comments on the issue before sending an email to the customer. There are also other use cases this is just an example.
Currently the only way to do this for a new internal ticket without a completed form (as far as I know) is to make a cumbersome workaround with a workflow that produces a email with non-information, thus initialising the conversation to enable the "Comment" section.
When a member of a service team creates tickets within HubSpot, the comment field should be visible before a conversation is started. This functionality is especially important when tickets are created by 1st-level support and then escalated to 2nd-level support for handling.
How is this not in place yet? As the comment above says, one would think it is something wrong with HS, when this is not a option already. Does the HS team look at theese?
Huge plus one for this feature. Comments submitted via Slack go nowhere for tickets without a conversation. This is a huge issue. Members of the product and support team should be able to leave comments on a Ticket before replying to a customer. It is essential.
My team would love this as well. We are migrating from FreshDesk and the ability to add comments to a ticket without haveing to send an email was great.
