After briefly playing around with the open beta Help Desk funcationality, I wanted to submit an idea for a use case that neither the current Inbox nor the new Help Desk seem to work with.
Currently all of our internal communication that happens on a ticket happens via Notes on the ticket. These notes are only accessible when opening the ticket and going through the activity, or specifically the notes.
In the old Inbox, you can also add Comments, which our team also do. However, we have noticed that Comments and Notes seem to fulfil a similar purpose, but are at odds with one another. If I leave a comment on a conversation that is associated to a ticket, then I am not able to see that comment when viewing the ticket. Similarly, if I leave a note on the ticket, I am not able to see that note on the Inbox conversation.
I had hoped that the Help Desk might do something to unify this experience, as it seems to be being pushed as a way to manage the support process all in one place. However, this still seems to be an issue. I can't see Help Desk comments on a ticket, nor Ticket notes on a help desk conversation.
My idea to unify this would be to do one of two things:
1. Show Ticket Notes on Inbox/Help Desk Conversations, and Inbox/Help Desk Comments on Ticket Activity
When a note is associated to a ticket, and that ticket is associated to a conversation, also show that note in the conversation at the same timestamp the note was created at. Note-comments (comments made on the ticket note) should also show in the conversation-comments, either as their own entries or like they currently do, under the note. Similarly, when a comment is made on a conversation, and a ticket is associated to that conversation, show that comment on the ticket activity as it's own entry at the timestamp it was made at.
or
2. Unify Ticket Notes and Inbox/Help Desk Comments
Instead of showing a note on a conversation, and a comment on a ticket, get rid of one (e.g. keep notes, get rid of comments) and have a single source that shows on all associated records. The UI look and feel could be the same, but now when I leave a "comment" on a conversation, that is actually a note that is associated to records that conversation is associated to. I can interact with that note on the conversation, or on the ticket, or the contact, or anything, and that interaction will sync across all records.
Who (what type of role or team) is the feature for?
This would be aimed at the support teams who work closely with Tickets and the Inbox/Help Desk.
What is their goal?
Communicate on tickets and have those communications be consistent and visible across HubSpot
What value will this add?
This will allow the support team to stay in one place. Whether the Help Desk or the Ticket, the person will be able to see all commincations without needing to search around.
This will also make Comments more visible, as currently the only way to see a comment on a conversation is to navigate to the Inbox/Help Desk and scroll to when the comment was made.
Are there examples of other places or products who have this feature?
The notes on all HubSpot records work great for their purpose. They just fall short specifically on conversations, which is an issue when conversations and tickets are so closely linked together.
Hi everyone! I'm super excited to share that we've been working on some changes to address the feedback we've been hearing about comments, notes, and the collaboration experience on tickets in help desk.The changes will effectively replace comments in help desk with notes, addressing two big pain points:
Streamlining collaboration between help desk and the ticket record by making information consistent across both!
Enabling notes to be published on "blank" tickets (removing the current limitation of external/customer messages needing to be sent first).
We're gearing up for a small alpha release, and looking for customers who might be interested in participating. Here are some more details about how to get involved:
Watchthis short video demoof the upcoming changes to get a sense of what the new experience will look like.
Fill outthis formto share feedback and indicate interest in participating in any alpha or beta releases (even if after watching the video demo you’re not interested in participating, we’d love to hear your feedback as to why!).
We’ll be recruiting alpha participants based on form responses. Filling out the form does not mean you’ll be added automatically—if it’s a good fit, we’ll reach back out before pushing any changes to your portal!
Thank you for all of the feedback related to this! We know this has been a long time coming and appreciate your continued patience as we work to deliver the right solution.
Hi everyone, thanks for all of the feedback here! Updating the status of the idea to "in planning" as we're working through the details on our side and planning to kick off development efforts shortly. This is a top priority for our team and we appreciate everyone's patience!
Hi everyone! Just wanted to reiterate that streamlining the relationship between notes and comments is still something we're actively working on. We understand the current experience is less than ideal, and appreciate everyone's patience as we work to address this!
In the meantime, comments are already available in help desk (they are just not synced or connected to notes in any way). You should be able to post internal comments by clicking the "Comment" option in the reply editor (the only time you will not see this option is if there is no external communication thread started yet—we know this limitation is another pain point which we want to address). Commenting in help desk contains all the same functionality as commenting in inbox, including our new AI-generated summary feature. We are also in the process of rolling out an updated Slack integration which syncs internal comments across help desk and Slack threads!
Hi everyone, thanks so much for the feedback and appreciate all the detail @HNewman! Our team is currently investigating ways to improve the overall collaboration experience in help desk, including streamlining the relationship between comments and notes.
Standing. Slow. Clap. This is one of my number one asks. And I'm so glad to see it's in planning. Unfortunate it was thought of in the beginning, but it's awesome that you were open to the feedback and working to fix it.
Do you have an update on planned functionality and release of this feature? Any intel would be good
On the post above - rather than either/or with the suggestions above
Both suggestions of comments AND notes being integrated/visible on BOTH the detailed record and the Helpdesk view would be ideal to give maximum flexibility
One other thing that we noticed is the "@mentions" view in Helpdesk only shows mentions within comments and doesn't include mentions in notes Given that we have to use Notes only currently as a business due to the current limitations, it renders this view useless/incomplete Is there any plan to update this aswell?
This is absolutely essential. We want to roll out Hubspot to our team of four but in testing, this has proved to be a significant issue and very confusing. We are unsure how to proceed that will make sense for our admins.
Hi everyone! I'm super excited to share that we've been working on some changes to address the feedback we've been hearing about comments, notes, and the collaboration experience on tickets in help desk.The changes will effectively replace comments in help desk with notes, addressing two big pain points:
Streamlining collaboration between help desk and the ticket record by making information consistent across both!
Enabling notes to be published on "blank" tickets (removing the current limitation of external/customer messages needing to be sent first).
We're gearing up for a small alpha release, and looking for customers who might be interested in participating. Here are some more details about how to get involved:
Watchthis short video demoof the upcoming changes to get a sense of what the new experience will look like.
Fill outthis formto share feedback and indicate interest in participating in any alpha or beta releases (even if after watching the video demo you’re not interested in participating, we’d love to hear your feedback as to why!).
We’ll be recruiting alpha participants based on form responses. Filling out the form does not mean you’ll be added automatically—if it’s a good fit, we’ll reach back out before pushing any changes to your portal!
Thank you for all of the feedback related to this! We know this has been a long time coming and appreciate your continued patience as we work to deliver the right solution.
+1, we use AI Ticket App that generates the suggested solution from historical tickets and knowledge base in a Note. We like Help Desk, but it does not show Ticket Note. This idea was proposed 9 months... When could it be ready?
@rsail I cannot access that link but we need this Notes functionality to use Help Desk, otherwise it is entirely useless and just another more complex version of the Conversations Inbox.
