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.
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