Internal chats with employees concerning a ticket

New Contributor

Just implementing Service Hub. I have the customer emails coming in to create tickets.

I can communicate with the customer fine.

 

What I'm looking for is a way to communicate with my fellow support staff regarding a ticket.

 

So far the only method I've found is either an email, or note. Neither of which are very effective. I don't see any chat icon for tickets to chat with other employees. 

 

Any ideas out there?

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Community Manager

Hi @cwalliser,

 

Before suggesting alternatives, do you mind sharing what the roadblocks with notes and emails are? Have you used the @ mention feature in notes? 

 

@PeterC@Bryantworks@gkeshian do you have any suggestion for using HubSpot for internal communication with teams in an organized manner? Have you had luck using notes or emails?

 

Thank you,
Jenny


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Top Contributor

Hi @jennysowyrda 

 

We're not quite live with tickets yet and therefore, the use of "chat" is a bit limited. 

 

We have used a pinned note on the ticket (so it sticks to the top of the timeline), and we all then edit the note using @mentions. 

 

The process works well as a place for discussion, and you can reply to your colleague's comments.  The limitation is that they don't "build" on the timeline - so tracking "who did what, and when did they do it" isn't possible. 

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Community Manager

Thanks for sharing, @PeterC! Smiley Happy 


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Regular Advisor

Thanks for the tag @jennysowyrda !

 

@PeterC 's method is what I've seen used the most as well.  While I don't like recommending other applications since you're already in Service Hub, if this is something truly important another tool that a client I work with uses is HelpScout, it integrates with HubSpot, but inside of HelpScout you can have internal communication on a ticket like a live chat as well.  

 

Again, I would recommend against it since I think you've already purchased Services, but just a thought.