Unable to comment in Help Desk when there is No Conversation History

[MThornett]

Hello, 

A client is having an issue inside help desk where they are unable to create an internal comment when there is no conversation history associated to the ticket. 

For example, a support team member recieves a call and creates a ticket in Help Desk for a new order. They want to create an internal note to communicate order details to someone in accounts to generate the order post-call. However, even with a contact associated to the new ticket, they are unable to leave an internal comment. 

Below is an image showing the help desk view where conversation history exists, and hence the comment option is present.

Here is a screenshot of a newly created ticket with no conversation history, and hence - problematically - no option to leave a comment. 


Has anyone else experienced this? Were you able to solve it? If so, how? 

The current work around is to open the ticket record and leave the order information as a note and tag the accounts team member. 

[arielowens]

My team uses comments to communicate internally so to not have that available whether a conversation was started or not is not helpful for my team. Ideally we would like to have the comment opton available no matter if a conversation has been started. 

[MThornett]

Hello Ariel, 

I completely agree and believe a lot of users have reported this as a pain-point. Thankfully, due to all the feedback, HubSpot has commenced development to address this. For more information, you can check out this post (particularly the top reply): https://community.hubspot.com/t5/HubSpot-Ideas/Unify-Inbox-Help-Desk-Comments-and-Ticket-Notes/idi-p...

Matthew Thornett     Solutions Technician   e. matthew.thornett@fileroom.com.au     m. 0468 334 294     t. 1300 345 376   w. fileroom.com

[DianaGomez]

Hi @MThornett,

Thank you for reaching out. In this case, a more thorough review of the account is required to determine what might be causing the issue. Given that you have a paid account, I recommend contacting HubSpot's support team. They have the necessary tools to investigate the root cause of the matter and assist you in finding a solution.

Thanks!

Diana

[MThornett · Accepted solution]

Hi Diana, 

Thank you for your response. I have contacted HubSpot's support team. The issue is simply that this is a limitation in Help Desk and nothing to do with the HubSpot instance. They are aware of this limitation and have intentions to improve this, though no timeframe is present as to when to expect this resolution. 

Matthew Thornett
Solutions Technician at fileroom.com