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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. ... Afficher plus

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. ... Afficher plus

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. ... Afficher plus

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.  ... Afficher plus

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 ... Afficher plus

Hello,  is it possible to download and save an email message? Both from the ticket and contact level?   Best regards Przemysław Jas ... Afficher plus

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. ... Afficher plus

With the recent expansion of associations in HubSpot (same object association, many-to-one associations, association labels, etc) it would be great if we could allow for a set association with an association label when creating an object.   This would be done via customising the "Create a record" form, under "Associations". Instead of just one association per object type, allow for multiple per object association label.   Example: Edit the "Create a deal" form. Under associations, you see two entries for the Company association. One is Primary company as usual, but then underneath you have Partner company, Partner being an association label that has been set up, either optional or mandatory.   Now when creating a deal, I must select the Primary company, but I also can/must select a Partner company.   This feature would be great for teams/users who input data into HubSpot. By allowing the option to be set to mandatory, it also improves data robustness.    Currently, we have no way to ensure that association labels are actually used. At our business we have internal processes that should be followed, but people forget to follow the process. This can lead to records that don't have all the correct information, which then leads to manually having to check records are correct.   Example image:   ... Afficher plus

I have created a number of different ticket pipelines for our customer success team, one example is 'onboarding' pipeline.    I don't want these tickets to pull over to the 'helpdesk' page, as they appear as open tickets, which messes up any reporting on SLA's,time to close etc.   At the moment you can only filter the helpdesk by view, but the tickets still appear as open tickets. There needs to be an option to include/exclude tickets by pipeline, in the helpdesk. This will mean only true 'support' pipeline tickets will be included, and I can make use of the service reporting/dashboard features in hubspot. ... Afficher plus