After our support agents have used Help Desk a while now, I've noted down some of their feedback/requests for it:
Help Desk ticket links are not functional. When a ticket is open in Help Desk, URLs are usually structured as app-eu1.hubspot.com/help-desk/7654321/view/987654321/ticket/0123456789/thread/9876543210#email orapp-eu1.hubspot.com/help-desk/7654321/view/987654321/ticket/0123456789/ When a link is shared and another agent clicks the link, they are usually redirected to a different view/ticket than the URL points to. TicketIDs can of course be shared instead, but direct URLs should work as well
Not possible to go back from an open ticket using back button on the mouse or from browser button (Chrome): - Clicking back using the mouse button works as intended in most of HubSpot, but does nothing after opening a ticket in HelpDesk. - Using the browsers button to go back takes you back to the previous page outside of Help Desk (tested on Chrome)
CTRL+Click does not open ticket in a new tab Does work by clikcing scroll wheel or right-click, open in new tab
Conversation naming should be editable Currently all conversations within a Help Desk ticket are named "support@email.com #0123456789" - Should be able to change this to show subject or create a custom name
Code blocks for comments. Our agents often have to share code to solve a case, and currently it looks messy, as there is no support for code blocks or syntax highlighting
Setting to show all email recipients by default. Regular ticket view will display the recipients and CC'd contacts on an email. In Help Desk this will show as 'Sent to 4 recipients' who are only viewable by clicking ▼ next to the email.
Some more feedback and suggetions I have received:
Stay in same view when clicking a notification One always gets redirected to All Open view when clicking a notification. If the ticket is available in the currently open view, the ticket should be opened without leaving the current view
Open in Help Desk view from ticket view If a ticket is opened in ticket view, you have to copy the ticket ID or name, open Help Desk, and search for the ticket there. It should be possible to go straight to the ticket in Help Desk
Editing View access and cloning a view Not possible to modify access for a Shared View which has been created. Have to create a new view to modify access
Not possible to edit email thread when replying or forwarding. We sometimes receive server passwords and other confidential information. If we need to send a reply or forward certain parts of the email thread, it should be possible to remove sensitive information
Reply button is only available for the last email in Help Desk. Should be possible to reply to an earlier email from Help Desk, and not just the last email received/sent
Display the full email by default We’d like an option to show the full email by default in Help Desk instead of clicking “See more” for each one
More user customization options in general. Our users would like to have more display options available to edit. For example, text size, column widths, minimize default views, etc
Adding My open tickets for users without a Service Seat. We have a few users who occasionally are assigned a ticket. They don’t require a service seat, as they rarely work support cases, but would like a view to show only tickets assigned to them without having to set a filter from All Open.
When a ticket is reassigned, it should state by whom so I do not have to open the record in the CRM view, navigate to the history of the ticket owner field and open the details.
Help Desk Kanban view - The main thing stopping us from transitioning completely to help desk from tickets and inbox is that Hep Desk loses the kanban view that tickets has. Hoping you can add a toggle to switch to Kanban view on the Help Desk landing page.
Following up on my previous suggestion list for Help Desk improvements from a while back. Here’s an update on what’s been fixed and what we’re still struggling with:
Help Desk ticket links are not functional – Fixed: This was a bug, resolved with help from HubSpot’s support team.
Back navigation from open ticket – Not Fixed: Clicking "back" should return to the list view after opening a ticket, but currently does nothing on the first click, then exits Help Desk on the second click
CTRL+Click to open ticket in a new tab – Not Fixed: Minor issue, as right-click "open in new tab" still works.
Conversation naming should be editable – Not Fixed: This is becoming more critical as ticket volume increases, and HubSpot’s threading isn’t always optimal for us, causing tickets to have several conversations attached to them – Subject name+ID would be ideal as default for this
Code blocks for comments – Not Added: Would be very helpful for tickets where code edits are part of the solution.
Show all email recipients by default – Not Fixed: Minor, as our agents have adapted to the current display.
Stay in same view when clicking a notification – Not Fixed: Minor and circumstantial.
Open in Help Desk view from ticket view – Partially Fixed: A "Back to Help Desk" button is now available from the ticket CRM view, but accessing Help Desk directly from other views remains cumbersome. We’ve added a ticket URL property linking to Help Desk but would also like to our agents to be able to set Help Desk as the default ticket view.
Editing View access and cloning a view – Not Fixed: Still have to create a new view to adjust team access.
Edit email thread when replying or forwarding – Not Fixed: Help Desk’s limited options for reply content makes it difficult to remove sensitive information.
Reply button only available for last email – Not Fixed: Frustrating with multi-contact threads; we’re forced to include Out-of-Office replies and other content in new replies as there’s no reply option for earlier emails.
Display the full email by default – Not Fixed: Minor, and our teams are mostly used to this workflow by now.
More user customization options – Some improvements added, but additional customization requests remain.
Adding “My Open Tickets” for users without a Service Seat – Not Added: We’d appreciate slight view improvements for employees who only occasionally use Help Desk, without requiring the full functionality of a Service Seat.
Additional suggestion:
Adding a merge counterpart to the new split ticket button: Ticket merging is currently the only option, but for tickets where we end up with several different conversations with generic names, it would be a great option to select conversations to merge within a ticket
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