Great minds think alike

When you open a ticket profile and want to continue or start a conversation for this speicific ticket. You have to click on (the titel of the conversation) and it opens a new tab for the conversation. It would be great to just start/ continue the conversation within the ticket profile. So that you dont have to navigate to another tab.   See the image below for the current way it is implemented.     ...read more

We need to be able to associate Tickets with Invoices. Currently, once an invoice is synced from XERO to a Contact, using the HubSpot | Xero app, we can assoicate our Invoices in the Invoice Object with Companies, Deals and Contacts. But we cannot associate Invoices with Tickets.   In addition to this, when we signed up with HubSpot the Sales team said it would be easy to manage our servicing using HubSpot Tickets for our Customer Service Team. Without Invoices and Line Items this is not even vaguely doable. This Community Post asks for Line Items and Ticket association: https://community.hubspot.com/t5/HubSpot-Ideas/Associate-Line-Items-to-Tickets/idc-p/964908#M177436 ...read more

There is no way to set up an automated message based on a ticket being created that pushes to the help desk system. Ideally, when a new ticket comes in for example on a Saturday or Sunday, the customer will receive an automated email from us. Howwever, there is no way to set this up in Hubspot based on 'Weekends' only.  ...read more

When closing out tickets from the tickets page, when a support case reason is selected, conditional subcategory options will appear to be chosen from. However when looking at a support pipeline and moving a ticket to closed, only the support case reason appears, and there is no option to add conditional properties to allow for subcategories.     ...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

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. ...read more

Right now the metric is measuring starting from the first time it enters waiting on service stage and the last time is in the stage which is not providing an accurate measurement of this property for some customers.   We need a metric that accurately reflects a ticket's total time in the "waiting in service" stage, regardless of any back-and-forth movement. instead of from the first to last date. So for example if a ticket moves to a different stage this should stop the counting and if it moves the back the timer should only start from the day it moves back to the stage not continue from the first day it was ever in the stage.   this is very important as customer use this measurement as metric to measure their success and efficientness of how fast they are servicing their customers. ...read more

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. ...read more

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