Comment field when creating ticket.

[MThornett]

Idea
The ability to create a comment in Help Desk Prior to any Conversation history exists against the ticket. 

Who is this for? 
Support/Service teams - particularly concerns anyone using Help Desk. 

Goal?
To add an internal comment to a newly created ticket in Help Desk which is yet to have any conversation history. (e.g. A support rep takes a call and then creates a ticket in Help Desk for a new order. They want to create an internal note to communicate order details to someone in accounts to generate the order post-call. However,  they are unable to leave an internal comment; this is simply a current limitation in Help Desk. Conversation history must first exist to leave an internal comment. See https://community.hubspot.com/t5/Tickets-Conversations/Unable-to-comment-in-Help-Desk-when-there-is-...)

Value
Support/Service teams are enabled to leave comments and communicate important ticket information prior to any logged conversation history in help desk. Supports team collaboration and productivity.  

Other Products that Have this Feature
ZenDesk currently supports this feature, so clients who have migrated from ZenDesk to HubSpot may feel at a loss with regards to this specific function. 

A ticket inside of Help Desk that has conversation history, and hence the comment option is present.A ticket inside of Help Desk with no conversation history, and hence the comment option is absent.

Current Workaround
The current work around is to open the ticket record and leave the order information as a note and tag the accounts (or relevant) team member. 

Matthew Thornett
Solutions Technician at fileroom.com

[AndreasD]

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.

[BjornSannesmoen]

Great idea, we miss this feature aswell! +1

[Dna65]

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.

Topic: the banks insider

[KPrideaux]

This is a needed feature.

We have moved from Zendesk and making workarounds for this is super annoying.

[KPrideaux]

This is a needed feature.

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.

[PTroost]

Yes, we need this too (asap)!

[jnet]

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. 

[JustinWolfe]

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.

[JPReynolds]

Would greatly benefit from this feature! 

[MParent23]

Another vote for this please! Hubspot is virtually unusable as a ticketing solution without this.

[LauSol]

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.

[socialspacenz]

Any workarounds for this limitation while we wait for an update?

[KPrideaux]

We currently have agents raising tickets via a HubSpot Form (Public Facing) as this then enables the comment box.

Not ideal by any means but it works.

[orogs1]

I completely agree with this feature as well.

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.

[Sunland]

This is a much-needed feature.

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.

[MThornett]

Idea

To be able to comment on a newly created help desk ticket before any conversation has been logged against the ticket.

Who is this feature for?
This is primarily for Support/Service users, specifically those using Help Desk.

What is their goal?
Their goal is to be able to communicate important ticket information internally prior to any conversation history being present against the ticket. For example, a support team only has an email channel connected to help desk. A support rep receives a call and creates a ticket inside of help desk, and wants to start leaving an internal comment detailing important order information whilst on the phone so that an accounts team member can follow-up and create the order post-call. Unfortunately, this is a current limitation in Help Desk, and comments can only be left when conversation history exists for a given ticket. 

A ticket inside of Help Desk that has no conversation history, and hence the comment option is not available. 

A ticket inside of Help Desk that does have conversation history, and hence the comment option is available.

What value will this add?
This will allow support/service teams to communicate important ticket information internally prior to any conversation history existing. At a high-level, this feature enhances productivity and collaboration between staff. 

Examples of other products with this feature

ZenDesk currently has this feature where users can leave internal comments against the ticket prior to any conversation being logged against the ticket. This means that companies migrating from ZenDesk to HubSpot may feel at a loss with regards to this specific feature. 

Workaround
The current work around is to open the ticket record and leave the order information as a note and tag the accounts team member. 

Matthew Thornett
Solutions Technician at fileroom.com

[IStephenson]

We definitely need this. I'm really surprised that this isn't already a feature.

[DTruman9]

Glad to have found this thread.. I actually thought this behavior was a bug.. 
I'll cast another vote to have this feature implemented. +!

[AndreasD]

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?

[baileyjennings]

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.