The ticket board doesn't include Customer and Contact infoSOLVE
Jun 13, 2018 12:56 PM
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.
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