I have created a number of different ticket pipelines for our customer success team, one example is 'onboarding' pipeline.
I don't want these tickets to pull over to the 'helpdesk' page, as they appear as open tickets, which messes up any reporting on SLA's,time to close etc.
At the moment you can only filter the helpdesk by view, but the tickets still appear as open tickets.
There needs to be an option to include/exclude tickets by pipeline, in the helpdesk. This will mean only true 'support' pipeline tickets will be included, and I can make use of the service reporting/dashboard features in hubspot.
Please make it possible to only include selected pipelines. We use tickers to keep track of other things then support. For example onboarding tickets to follow the progress, these should not show in helpdesk.
Yes, it doesn't make sense to have an available filter but all tickets from other pipelines are still counted in the side queues. My team need to only see the service desk pipeline tickets so we would need this feature too!
We need this feature as well. We have a general support Ticket Pipeline, but I need to manage guest communications at various stages. My ticket workflows also don't work with the Help Desk as the ticket stages are outside of our SLA.
Seems like a juxtiposition to have workflows for the pipelines, and a conflicting SLA in Help Desk.
Agreed - the idea of having to institute this as a ruleset vs adding a rule to a pipeline (which we can't currently do?!?) seems counterintuitive. We have multiple teams we need to route tickets to.
yeah this is essential. I was like 24 hours from moving my team over to helpdesk but they are not going to be okay with seeing the numbers of all open tickets from all pipelines when they're only working out of one, that's crazy.
+1 Doesn't seem logical to per auto have all tickets inside the Help Desk, since the Ticket object is used for so much more than just Support errands. Messing things up.
This is an absolute must-have. There are Ticket-Pipelines that just manage internal processes and have nothing to do with communcation with clients. So, these pipelines should be excluded from the help desk.
If this is implemented, we will transition to using the help desk immediately. Until then, onboarding and internal process tickets should not be opened in the help desk.
Yes, please make this happen, it is must have for any organization that adopted tickets and is using it for processes like onboarding and other itnernal processes.
Yeah!! This is a real pain not having this. We have feature request tickets for our product showing up in Help Desk as unassigned and open.... which is correct, but totally irrelevant for Help/Support.
We do face a similar situation - we'd like to keep onboarding tickets out of the helpdesk as those are totally irrelelvant to the support process. Would be really helpful to have those excluded from the helpdesk.
We also need this, we have 3 ticket pipeline not related to customer support that feed into help desk at the moment that we do not need, and even with Filters you can still see the number of those tickets showing and it creates confusion. PLease can this be prioritised
