Great minds think alike

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.  ...read more

1. Native WhatsApp Engagement Chatflows / Chat Bot / Workflows Use the current Chatflows feature and add a new function to select which channel this Chatflow will be using, either Website Chat Bot (Current), WhatsApp, or any channel connected.   2. Workflows for Conversations > Inbox > Message 2.1 Send WhatsApp-approved Message Templates Create a Workflow that triggers when a new inbox engagement is received via WhatsApp or any channel and filter it based on the message to send the corresponding WhatsApp-approved Message Template. 2.2 Create a Ticket then Send WhatsApp-approved Message Templates Create a Workflow that triggers when a new inbox engagement is received via WhatsApp or any channel to automatically create a Ticket and then send the corresponding WhatsApp-approved Message Template based on Ticket details.   Hopefully, one of the these days, one of this feature will get implemented.   Feel free to comment your suggestions regarding WhatsApp Chat Bot.   Upvote, so developer can notice us! Thank you. ...read more

From the index view on any object type, we can check boxes to select multiple records and a Bulk Actions menu appears:   Please add the ability to "Bulk Associate" records to this menu.   This should honor the association settings and limits defined on the object settings. For example, if Ticket associations are not enabled, the option to associate a Ticket record won't appear.    Or if there is a finite number of maximum associated records, it would prevent the user from exceeding it via the Bulk Associate action.   It would be even better to set Association Labels in this same manner or remove associations entirely.     ...read more

As Jira projects have different requirements, it would be good to have the possibility to customise the fields within HS when creating Jira so that Jira and HS can sync. At the moment the fields are static and therefore it isn't possible to use the Jira sync. ...read more

On a view, if you click on a rich text cell and it displays, when you hit DONE and it goes back to the view, the rich text cell on the view covers up some of the cells below the rich text cell. This is very inconvenient. Would be wonderful if when you close the popup rich text propery it would just go back to the view without covering anything below it. ...read more

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. ...read more

Currently no mails from a ticket are shown in the activity feed of a company when the company has been associated after the ticket has been created. This is not a good UX since I always need to open the different tickets to see what is going on. As a user I expect the mails to show in the company's activity feed once I associated it to the ticket. ...read more

I've set up a workflow that sends details about a ticket to a channel in Slack. There is automatically a button at the bottom of the channel message stating "View in HubSpot" with a link to the ticket. When clicking the link, it takes you to a ticket overview page on the contact. This isn't useful for people who want to see, assign themselves, or respond to the ticket in the Help Desk. Can the link be adjusted for tickets to always take you to the Help Desk view?   Update: It looks like the link does go to the Help Desk view when a ticket is created during the workflow. I only have this issue on workflows that find a ticket that was already created. ...read more

As a Support Team we work out of tickets and would love to be able to capture pipeline/ticket insights similar to how Hubspot allows for this on the Deal side. See below. Example of Deal Insights We would love to be able to capture something similar in Tickets. Ideally we would house some of the key ticket metrics i.e. Avg Response Time, Avg Time to Agent Assigned, Top Request Types, etc.  ...read more