Tickets and Conversations
This was somewhat covered in other people's posts but I feel my take is similar but different.
I would like 1 easy place for me and my team, anytime we're logged onto hubspot, to be able to access all direct customer support, whether they be tickets or chats. It doesn't make much sense to me for them being separated as they are currently.
So in that, I would request 1 of 2 ideas. Either, put them both in an easy to access page/portal that has a subnavigation - 1 side for tickets, 1 side for chats. Possibly an entirely separate option in the main navigation.
OR have a web widget (which I know was suggested in another post) on the hubspot page. Right now, we have Hubspot help in bottom right (which is very helpful and much needed). We could keep that, but have another widget in bottom left, that is for us to respond to our customers. Make it very clear - colouring it the same as our widget in our website is and labelling it. (it could be toggled on/off).
OR if two widgets is too confusing for some people, have a place in the help menu that allows for us to toggle between hubspot help and our customer support help (that seems more confusing for me).
Thank you very much