Create a comment in Help Desk Prior to any Conversation

[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

[MThornett]

Hello, I'm Rose, a Product Lead working on help desk. Good news! Adding an internal comment (now note) is supported through this Beta: Create and View Notes in Help Desk (Replacing Comments). Check it out and keep the feedback coming—thank you! 

[MParent23]

It's great to see all the support behind this feature! I just hope that @hubspot is listening 🙂 

[MG19]

Agreed, this limitation is frustrating - we run into this often. 

[MMahardy]

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.

[LLou]

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!

[MPajestka]

Bumping this one up because our team also misses this functionality

[LarissaTan]

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. 

[MParent23]

Recommend moving your support functions over to another tool like FreshDesk. We just did and it made a world of a difference

[KMartinez1219]

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. 

[JGerlach2]

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. 

[JGerlach2]

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. 

[Shivamsinha]

Yep, this is definately minimum expectation. Specially for teams which receive tickets from other sources / external systems ( not necessary email / sms ). 

[LisaElleSmith]

We have a client that has been asking for this! PLEASE implemement this idea.

[ABomgren]

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.

[WvanWaveren]

I agree, much desired feature...

How is this not a thing yet.

[jnet]

It appears a new public beta for this has been released: https://app.hubspot.com/l/product-updates/?rollout=206893

[PatrickSJ]

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. 

[rsail]

Hello, I'm Rose, a Product Lead working on help desk. Good news! Adding an internal comment (now note) is supported through this Beta: Create and View Notes in Help Desk (Replacing Comments). Check it out and keep the feedback coming—thank you!