We are currently facing an issue with viewing all the templates organized by folders. When responding to or sending an email to a customer from the help desk, we have the option to select a template. However, in this view, the templates are not categorized by folders, which makes it necessary to scroll through a long list to find the one we need. It would be incredibly beneficial if the folders were displayed in this view, allowing us to select the appropriate folder and see only the templates contained within it. Is this enhancement something that could be implemented?
I have the same problem here! We have over a hundred of template organized by categories in the template section, but in the helpdesk it's just 1 messy place.
We absolutely agree. We would like to migrate from Zendesk to HubSpot with our service teams. Unfortunately, there is neither the possibility to replicate the Zendesk macro feature, which selects the correct template almost simultaneously when the employee selects a self-built macro and immediately makes it available in the editor, nor is it possible to immediately execute automations such as adding an internal comment, setting a tag, etc., nor is it possible to at least quickly access the required templates manually. From our point of view, it is not really possible to migrate the service teams. The work would only become massively more complicated for the teams and important time would be wasted on manual processes.
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