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smerrow
HubSpot Product Team
(She/her)
HubSpot Product Team
Member since ‎Mar 20, 2017
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Sophie Merrow

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Solved
Sascha on April 20, 2023
Tickets vs. Conversations vs. Tickets vs. Conversations vs. Confusion
Hi, I am new to the Service Hub and the ticketing feature confuses the **bleep** out of me. There appears to be so much overlap with the Conversations feature, and both seam to mingle with each other. A conversation opens a ticket that is also a read more
Reply Discussion Conversations Tickets
1 upvote
5 Replies
smerrow
HubSpot Product Team
March 15, 2024
Hi Sascha, Help desk for Free and Starter is currently in planning and something we'll be delivering in the coming months. Thanks!
Herschel on May 09, 2019
Assign Ticket Owner to Associated Conversation
Issue: Tickets Owner and associated Conversation Assignee are not linked. Use Case: Our support team rotates who is on call. Whoever is on call during a specified period of time will answer incoming client issues for that period. To facilitate t read more
Reply Idea Conversations HubSpot Support Tickets
169 upvotes
60 Replies
smerrow
HubSpot Product Team
March 13, 2024
Hi everyone! I'm Sophie from the Service Hub product team, here with an update on this request: 🎉 Help desk is currently in public beta . Help...read more
dleitch on September 20, 2018
Conversations - Closing Tickets
Closing tickets is inconsistent and very clunky. There are far to many screens and they are inconsistent in functionality. 1. If we edit the ticket and choose close at the top of that ticket edit screen, we are prompted to enter the resolution read more
Reply Idea Conversations Tickets
57 upvotes
22 Replies
smerrow
HubSpot Product Team
March 13, 2024
Hi everyone! I'm Sophie from the Service Hub product team, here with an update related to this request: 🎉 Help desk is currently in public bet...read more
Solved
Sascha on April 20, 2023
Tickets vs. Conversations vs. Tickets vs. Conversations vs. Confusion
Hi, I am new to the Service Hub and the ticketing feature confuses the **bleep** out of me. There appears to be so much overlap with the Conversations feature, and both seam to mingle with each other. A conversation opens a ticket that is also a read more
Reply Discussion Conversations Tickets
1 upvote
5 Replies
smerrow
HubSpot Product Team
March 15, 2024
Hi Sascha, Help desk for Free and Starter is currently in planning and something we'll be delivering in the coming months. Thanks!
Solved
JSzojka on August 04, 2022
Tickets Vs Conversations? How do you handle your customer service?
Hey everyone! Right now I have some customer service reps who prefer the Service > Tickets page over the Conversations > Inbox page for handling customer service tickets. However, I do find the Conversation > Inbox page does sometimes h read more
Reply Discussion
1 upvote
16 Replies
smerrow
HubSpot Product Team
March 13, 2024
Hi everyone! I'm Sophie from the Service Hub product team. I wanted to share an update here that I hope you'll be excited about (we certainly are!): ...read more
sd_elm on January 04, 2019
Auto create ticket for chat conversations
Our organization utilizes the auto create ticket for new email messages to help manage trends and reporting. While there are some canned reports for live chats, it is difficult to gleam WHY clients are chatting. To help rectify that, for now I have read more
Reply Idea Conversations Tickets
176 upvotes
60 Replies
smerrow
HubSpot Product Team
March 13, 2024
Hi everyone! I'm Sophie from the Service Hub product team, here with an update on this request: 🎉 Help desk is currently in public beta. H...read more
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