HubSpot Ideas

Stian-Ing

Help Desk UI/UX Improvements

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 or app-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.
7 Replies
Stian-Ing
Participant

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.
VHaveland
Member

Completely agree with all of these points. Most are fairly obvious and one would hope is will be fixed given that help-desk is such a new product.

BHaverkamp
Member

BHaverkamp_0-1718782236443.png

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.

zArshad5
Member

How can I use HubSpot to boost engagement for my Crunchyroll-focused content?

JBeem
Member

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.  

shammers
Participant

+1 to Kanban View in Help Desk.  
This has been a primary reason for delay in transition to Help Desk for our team.

Stian-Ing
Participant

 

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 functionalFixed: This was a bug, resolved with help from HubSpot’s support team.
  • Back navigation from open ticketNot 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 tabNot Fixed: Minor issue, as right-click "open in new tab" still works.
  • Conversation naming should be editableNot 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 commentsNot Added: Would be very helpful for tickets where code edits are part of the solution.
  • Show all email recipients by defaultNot Fixed: Minor, as our agents have adapted to the current display.
  • Stay in same view when clicking a notificationNot Fixed: Minor and circumstantial.
  • Open in Help Desk view from ticket viewPartially 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 viewNot Fixed: Still have to create a new view to adjust team access.
  • Edit email thread when replying or forwardingNot Fixed: Help Desk’s limited options for reply content makes it difficult to remove sensitive information.
  • Reply button only available for last emailNot 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 defaultNot Fixed: Minor, and our teams are mostly used to this workflow by now.
  • More user customization optionsSome improvements added, but additional customization requests remain.
  • Adding “My Open Tickets” for users without a Service SeatNot 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