Great minds think alike

RoosCompaijen

It is very much needed to have the possibility to edit the ticket owner in the Helpdesk in bulk. For example if an employee leaves the company and open tickets should be handed over the another colleague. Or if open unassigned tickets need to be divided between colleagues. Now we have too many clicks to change the owner in bulk.

FMorton

It should be possible to set up the ticket view so that when someone is working on a ticket, they can see other tickets related to that company from within the page. This is not currently possible. This would help the support agent working on the ticket to get an overview of all open issues, and support internal ways of working.

MacHill

In our company, we have completely adopted HubSpot Help Desk. With that, I have many different teams that are both external and internal facing. We have found the default views can be distracting and entice people to stray from their team's tickets and poke around in other team's tickets. This includes seeing internal onboarding and offboarding requests, sensitive financial cases, etc. Not everyone needs to see everything. It would be beneficial to have the ability to hide or restrict the following categories: Unassigned All Open All Closed Additionally, the ability to collapse the entire top section (not just the sent and spam categories) would free up space on the screen. Specifically if using mostly private and shared views. Thanks for the consideration!

Anonymous

Controlling properties, when used with forms and logic sequences, do not function as expected. Despite being able to set conditional options and add controlling properties when editing a property, these rules are not upheld when using a form with a logic sequence. For instance, if you attempt to exclude specific options based on a previous answer, all property options, including the ones marked for exclusion, will still be displayed in the form. This undermines the primary purpose of controlling properties, rendering forms challenging to customize according to user responses. This issue was specifically observed when working with ticket properties and forms to create new tickets based on responses. Even when attempting to enforce the requirement for answers to the controlling property before displaying the secondary property using logic sequences, the conditional options set in the property settings are not followed. The suggestion is to ensure that the current functionality of controlling properties operates effectively within forms, both embedded and standalone. This would simplify the process of gathering complex information via forms, ultimately streamlining data collection procedures.

KPruett

Currently, the 'time to close' ticket property is measured using the ticket properties 'create date' and 'close date'. It would be great if we had the option to report on 'time to close' using the 'owner assigned date' and 'close date' properties instead of only the 'create date' property.

RKelly2

Currenttly the email field on a ticket in the new HelpDesk is not automatically populated when you compose a new email to the contact associated meaning you have to copy the email address from the contact property and paste the email address before using a email template. It would be great if this field automatically populated to improve efficiencies.

FMeyer

Who (what type of role or team) is the feature for? Service Hub Employees and Sales Hub Employees, generally people who work with associated objects on a daily basis. What is their goal? The goal is to quickly find an associated Ticket that belongs in their respective pipeline. What value will this add? This would increase the productivity of each employee working with associated objects on a daily basis and therefore reduce the time spent searching for the right object. Are there examples of other places or products who have this feature? If I manually add a Ticket to an Object I have the possibility to sort the associated Tickets by "recently added", "recently changed", "recent Activity" and "From A to Z by name". What I would like to see ist "Sort by Pipeline" or "Filter by Pipeline". Therefore the employee can quickly and easily find the respective Ticket. Screenshots, pictures, drawings, process diagrams, are helpful. This is possible now, but now enough for our usecase: We would love to see the possibility to sort and or filter for the Pipeline of the associated Ticket in an object.

CRosenthal

We have tickets being created by the conversation inbox that include numerous file attachments. We need to view and save these attachments to our internal file system. We would like the ability to toggle preview vs. direct download to make our file managment more efficient.

RNoll

UPDATE 4/17/24: This has been fixed! ________________________________ I was told to come here to drop in an idea/request. Could you please fix the new Help Desk beta so people without a service seat can still "view, edit, and respond to tickets from the Tickets index page"? The graphic says our users without a seat should be able to do that, but currently they can't. Ever since I moved our channels and conversations to Help Desk, only our seven paid seats can respond to tickets. I don't think this was the intention. Thanks, Robyn

MPatil73

Hello Team, We migrated / move all our old Freshdesk tickets into HubSpot. But here only initial ticket descriptions are showing in HubSpot entire tickets conversations chain is not showing. We want all our Freshdesk customer tickets conversations in HubSpot. I checked with your support team about this but as per them currently this is not possible. But these customer ticket conversations are very important to us. Please provide the any solution for this, so, we can see all the entire conversations chain in HubSpot. Regards, Mahendra Patil Snic Solutions

Great minds think alike

Change ticket owner in bulk in Helpdesk

Link to other company tickets from tickets view

Help Desk: Ability to hide or restrict default HS views

Integration of Controlling Properties in Form Logic Sequences

Ability to report on ticket 'time to close' from owner assigned date

Email field to automatically populate from contact field with tickets

Sort associated Tickets in an object according to which pipeline they belong to

File Preview vs. Download

The new Help Desk beta needs fixing

Synchronization of the tickets conversation to HubSpot from Freshdesk

Recently delivered

Recently in beta