Las grandes mentes piensan igual

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. ... Mostrar más

When clicking into a ticket within the Help Desk which shows the conversations it would be good to be able to create a default view for my team to sort tickets by oldest. This was a feature within the original Conversations Inbox.  ... Mostrar más

Currently there's no easy way to see all the tickets connected to a contact from the ticket view in help desk. This would be helpful in:    1) identifying related/past issues 2) identifying duplicates created from new threads ... Mostrar más

I want emails sent from conversations inbox to be logged on the company that the contact is associated to. It's really important that everyone can see all emails sent to anyone at a company from just the company level, in order to get a full picture of who is talking to who and about what. ... Mostrar más

Since everyone is looking to move from conversation inbox to Help Desk, I think it would be better if you add the button Compose to send emails directly outside without creating a ticket first. ... Mostrar más

Hallo zusammen,   ich habe das Problem das ich bei Hubspot mit 2 Verschiedenen E-Mail Adressen CH und AT mit Kunden in Kontakt bin. Jetzt meine Frage wäre es nicht viel besser wenn ich die Signatur der E-Mail Adresse zuordnen kann bzw. wechseln kann? Kann ja auch mehrere betreffen oder das gleiche Problem haben.   Lg Julian    ------------------------------------------------------------------------------- Hello everyone,   I have the problem that I am in contact with customers at Hubspot with 2 different e-mail addresses CH and AT. Now my question would it not be much better if I can assign the signature to the e-mail address or change it? It could also affect several or have the same problem.   Lg Julian ... Mostrar más

It would be great to have a feature in the Conversations Inbox that can highlight the priority of certain contacts/companies that come in through the live chat.    For example, there are top tier companies that should be prioritized and when their chat comes in, it gets highlighted in the support inbox and the support team can attend to their chat first. It can come in a form of a highlighted dot etc.   Requesting on behalf of a customer!  ... Mostrar más

We would like the ability to set default outgoing email addresses for Helpdesk channel conversations. We see this set on the channel default level.   For example, if someone starts a conversation in our general channel, all emails sent back to them by our team will be sent from our general email address. However, if someone starts a conversation with our retainer services, all outgoing emails should be sent from our retainer default email.   Currently, the helpdesk defaults to our general support email and our team has to remember to change it before responding to the inquiry. Most of the time they forget in the hustle and bustle. ... Mostrar más

Can we have the configuration where we can add tables and screenshots while composing/replying to an email   Currently, if we want to share a data in table format, we are unable to create/add tables in the body of the email or if anyone sends out an email asking for certain details in a table format, we are unable to copy past that format in HubSpot while replying to that email. Usually, we copy past the same format, fill in the required details and send it across, which makes our work more easier and saves time, rather going to word > copying the table > filling the required details and then attaching it.   Same goes with screenshots, we cannot copy past the screenshots in HubSpot while composing/replying to an email   ... Mostrar más