The ticket board doesn't include Customer and Contact info

SOLVE
Highlighted
Regular Contributor

We are in the process of implementing the Service Hub.  In testing out managing groups of tickets, we quickly found that there's no customer or contact visible on the ticket board window.  There's no available customer or contact field availible to be added, either.  Furthermore, I can't filter the tickets by customer by searching the ticket board by customer name.  

 

I realize I can click into the ticket to view the customer or I can open a specific customer and find a list of their tickets..  However, if I'm managing a large group of tickets, I need to have visibility of which customers are contacting our Support Dept.  

 

I was given a workaround to copy the contact info into the description of the ticket via a workflow.  This, also, isn't a solution.  When I view the ticket from the ticket board, all I see is the contact info, which makes the description not visible since I can't change the width of the Description column.  

 

Our company needs to have visibility of the customer linked to the ticket at the ticket board level.  We manage customer service contracts and requiring each ticket to be clicked into to see this information prior to a Support Rep starting on the ticket is simply not feasible.  

 

Our company considered Zendesk for managing service tickets, but their model seems to be more based on supporting consumers.  HubSpot is supposed to be the business to business solution.  I'm hoping to hear this functionality will be added soon so we can efficiently support these businesses.

1 Accepted solution

Accepted Solutions
Regular Contributor

The ticket board includes the Associated Contact and Associated Company now.  So, this has been solved.

Reply
0 Upvotes
8 Replies 8
Regular Contributor

We would definitely like to see at least the "Associated with" column, like in Deals

Community Superstar


2000px-Ok_sign_font_awesomeDoes my post help answer your question?

Help the Community by marking it as SOLVED

 

 Excellent suggestions. You may wish to add them to a new or existing thread in HubSpot Ideas.

 

You'll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! Smiley Happy

 

Hope that helps.

 


Your Remote HubSpot Partner

www.MFrankJohnson.com

 

Please include @MFrankJohnson in your message if you'd like me to reply.

Hope that helps.

 

Best,
Frank

 

MFrankJohnson-dot-com-HubSpot-Community-banner-gif-v20190817

Reply
0 Upvotes
Regular Contributor

There's no "Service" category for Ideas.  I was thinking the new Service Hub community forum was the best place to provide feedback, requirements, and have discussions.  We can start using Ideas, but we'll also open support tickets for the urgent issues.

 

Thanks!

Reply
0 Upvotes
Occasional Contributor

I called Support looking for a solution to this very problem today.  Having to search by name instead of popping into the pipeline is a time killer.  Please add this ASAP.

LUP
Regular Contributor

it is crucial for our business. 
And as I see it, you already have the software in the deal-stages view - so I think it won't take serveral ours to implement this feature Smiley Sad 

Reply
0 Upvotes
Occasional Contributor

Hey Zachallen,

 

Did you ever submit this idea to the Hubspot Ideas portal? I am new to the community forum interface, so I'd happily upvote this if there was a place where I should. I've already upvoted your original post here.

 

Sincerely,

James Cousins

Reply
0 Upvotes
Regular Contributor

The ticket board includes the Associated Contact and Associated Company now.  So, this has been solved.

Reply
0 Upvotes
Occasional Contributor

Hey,

 

I wasn't sure if that represented a fix for this idea or not. My company would still have the desire to customize the tooltip further because the icons aren't as informative as actual text, for instance. I may go look at other submitted ideas, or submit an idea from scratch.

 

-James

Reply
0 Upvotes