I was very excited to see the new Help Desk feature then I got into using it. The very first thing I tried to led to, what is in my opinion, a major issue related to the default views and users with paid service seats. The current default views are setup that anyone with a paid service seat has the ability to view "All Open". This view is for ALL open tickets in Service Hub. The permissions that manage the views and access in pipelines/teams/user permissions do not extend to the Help Desk feature.
We have multiple teams, parent and children, each with indivdiual user permissions that limit their access to only tickets related to their teams. While this feature would be great for letting them see all the tickets related to their teams in one view plus adding workflow to channel tickets to the best agent, we do not want them to see all tickets. This negates our ability to utilize the feature at all.
We have been using the inbox and ticketing feature in Hubspot for a long time and we are currently testing the new helpdesk. This feature has many great improvements compared to the inbox however the fact that we cannot limit access based on incoming e-mail channel is currently a show stopper for migration.
As this feature is available in the inbox feature please also add this in the helpdesk.
As my understanding is that at some point in the future the inbox will be replaced by the helpdesk we might have to consider changing tools if this permission feature will not be available.
The setting in the new helpdesk should be identical to that of the current inbox. Channels must be displayed individually and user permissions must be assigned accordingly.
The Help Desk improves a lot that the Inbox is missing (status, flexibility, etc) and we were very excited for it to launch. The limitation on the seats vs the functionality doesn't match whatsoever. With no default views for general users, the module has no purpose as the filters aren't always the best and there's no way to set a default filter for the main view for all teams. I would think that general views and team views would be standard with the Help Desk as that seems to be standard across all inbox-like channels around the internet. How is that something available, even at the "Professional" tier? If HubSpot wants to seriously compete with applications like Intercom, there needs to be more standard features that fit what most of the world does.
We absolutely need a way to restrict access to the different channels that are synced in the Help Desk (like they are in the Inboxes section). Currently all our shared inboxes that are synced are available to be used in 1 to 1 emails when anyone from our team sends an email to a contact. Not everyone on our team has access to these shared inboxes in Outlook so the fact they do now in HubSpot directly is a problem.
We are encountering the same issue, but we decided to proceed with the transition to the Help Desk and are now facing significant disorganization. It’s perplexing how the Help Desk is presented as an improvement over the Inbox, yet lacks one of the most essential features of an inbox/ticketing system—particularly in large organizations like ours with multiple departments and markets within the same hub.
I believe this was a critical oversight that needs immediate resolution. Despite reporting this issue as soon as the Help Desk was launched, we have yet to see meaningful action from HubSpot. Additionally, the absence of ticket notes within the Help Desk is making it extremely difficult for our teams to adopt the new system, leading them to continue relying solely on the ticketing system.
We are also dealing with frequent issues such as emails being sent from incorrect channels and confusion among team members who are forced to sift through a large number of open tickets—many of which are irrelevant to their daily tasks. This unnecessary clutter is adding undue pressure to our teams.
In hindsight, I regret that we moved to the Help Desk before any proper access management features were implemented.
I second every comment here. The limitations on user accessibility management makes the helpdesk feature useless. Pipelines should have better controls in terms who can access what.
This also goes for channel management. Service team being able to use finance team's email as a channel to send emails to clients is ridiculous.
@hubspot Chatted with one of your CS reps and they advised me to remove the ticket feature from my sales team so the connected Help Desk Channel isn't one of their default alias options when sending 1:1 emails from Hubspot. If I do that the Sales team will not be able to create tickets. Another Options was to move the channel back to a connected conversations Inbox. Problem with that is that I have moved all prior conversations to the HelpDesk so if a customer replies to an old conversation the inbox will create a new ticket for it. Which I am actually ok with. We currently have 8 different Inboxes and wanted to move 6 of them to Help Desk. So finding a fix would be super usefull.
I noticed that when I moved my already connected Inbox channel to the Help Desk the Inbox remained and that if a user moved a conversation to that inbox the ticket was moved there rather than to the Help Desk. The reason I bring this up is if I renamed that inbox to prevent confusion would the permissions from that inbox that previously housed the channel still be in control?
I regularly keep on checking to see if the permissions for the inbox and tickets have been implemented in the help desk channels. Unfortunately, as of now, they still haven't been. 😞
Likewise, have found that permissions are inconsistent. If my users go to CRM -> Tickets, they only see tickets in pipelines they've been granted access to. If they go to Workspaces -> Help Desk, they see all tickets. In either case, they can still see the full details of tickets anyhow.
You can, of course, hide Unassigned tickets by applying granular security to users (individually or using Permission Sets), but then users cannot see any new tickets that come in. Unless you automatically assign them to users when they come in. But that doesn't work for all organisations, and if no users are available when the ticket comes in, then it stays unassigned (and thus hidden). Or if you tick the checkbox to assign to away users, then you could end up in the situation where tickets are being assigned to people who are on holidays.
This all combines to make the current Help Desk setup confusing, and limits the ability to ensure privacy and security are maintained in environments where it's important that there is clear delineation between departments (e.g. to avoid conflicts of interest; or to ensure compliance with regulatory requirements).
There is nothing in Product Updates about upcoming changes to Help Desk functionality. I hope HubSpot are listening to the knowledgeable people in the community raising concerns about this.
