In the old HubSpot Service features, ever felt like juggling customer service requests was like herding cats? Yep, we’re HubSpot Elite Partners and we’ve even felt that way too.
But… It doesn't have to be that way anymore. HubSpot has released its new HubSpot Help Desk Workspace.
The Help Desk is a place where all your customer tickets and conversations are neatly tucked away in one spot. A dream, right? Wrong. It's real.
Think about it. Your support team, working like a well-oiled machine. In-taking, triaging, troubleshooting, and resolving customer issues left, right and centre. Efficiency level? Top-notch.
Help Desk isn't just about keeping things tidy. We're talking omni-channel messaging, a full 360-degree view of your customers, and a bunch of AI-backed features that'll make you wonder how you ever coped without them. This isn't just service - this is world-class service, at scale.
Remember when you had to hop between Conversations Inbox and Tickets to get things done?
Under the Conversation Inbox, you could access features like:
And, within the Tickets, you could access features like:
These are all great features. And they haven’t gone anywhere (technically!)
But, hopping around? Yeah, we weren't fans either.
Now, everything's under one roof, one brand - "HubSpot Help Desk.
First things first, you’ll need to opt into the HubSpot Beta. This can be achieved by clicking your company icon in the top right corner, clicking Product Updates, then searching for “All-New Help Desk Workspace”.
Then, head over to Service > Help Desk. If you need to tweak the settings, just pop over to Settings > Tools > Inbox & Help Desk > Help Desk.
If you're an admin, you can hook up email, form, chat, bot, and even Facebook Messenger channels directly to Help Desk. Once they're connected, any messages coming in will automatically create a ticket in the Help Desk.
Already using the conversations inbox? Great. But what if you want to move your existing channel (and all those lovely conversations and tickets) over to Help Desk?
Admins can do just that. Just keep the following points in mind:
To transfer an email or form channel from the conversations inbox, go to settings > Inbox & Help Desk > Inboxes > Hover over the email or form channel you wish to relocate under Channels, click the Options dropdown menu, and choose Move to Help Desk.
Next, you’ll want to decide what you want to do with historical conversations. You've got two options:
Once you've made your decision, hit 'Move channel'.
So, you've got a shared email address. Something like help@ or marketing@. And it's not just for you. It's for the whole team. Sounds like a recipe for chaos, right? Not with Help Desk.
Emails come in, they get logged into the CRM, tickets are created, and your team picks them up. Easy-peasy.
And the best part? Everything's transparent. Responses go straight back into the CRM. No secrets. No hidden messages. Just clear, straightforward communication.
You betcha.
Just head over to the settings tab (not the conversations inbox), and you can start logging those outgoing emails.
And don't worry, we're not going to log every little thing. You've got a filter. You decide what gets logged and what doesn't.
Because let's face it, not everything needs to be in the CRM.
We get it. Things can get messy. But with Help Desk, you've got the tools to stay on top of it all. Use private and shared custom views. Leverage advanced filters. Focus on what matters most. Because at the end of the day, it's all about providing top-notch service, right?
So go ahead, dive into Help Desk.