Use help desk to manage customer conversations without leaving the workspace. Once a ticket is created, support agents can respond directly to incoming emails, live chats, form submissions, and calls, and add internal notes to collaborate with their team.
This article covers how to respond to tickets and add notes using the updated composer experience. If you're using the legacy experience, refer to this article instead.
In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
Click a ticket to view the corresponding conversation.
If a ticket has multiple conversations, tabs are displayed at the top of the ticket. Click a tab to switch between conversations.
In the right sidebar, view details about the associated records (e.g., contacts, companies, and deals). To view the ticket activity timeline, click the History tab. This tab displays all related activity, including when the ticket was created, status changes, workflow or list enrollments, merges, and more. To edit the tabs shown on the right sidebar, learn more about customizing the right sidebar in help desk.
By default, your reply will be in response to the most recent message in the thread. To reply to a specific message, hover over the message click the reply icon in the top right of the message.
Use the reply editor to respond to an incoming email, chat message, form submission or phone call:
To expand the reply editor while typing your response, click and drag the reply editor, or click enlargeExpand to open it in a pop-up window.
If you need to CC or BCC additional recipients, add more recipients in the To field, or edit the From email address, click the top of the reply editor expand the editing options.
To mention a contact, type @ and the contact's name.
Please note: for email tickets, when you mention a contact in the body of your email, the're automatically added as a recipient.
Enter a reply, using the toolbar in the bottom left to add rich text formatting (e.g., bold, italics, etc.). To add hyperlinked text, click the linklink icon or copy and paste the hyperlinked text directly into your message. You can also click Insert and select an option to attach content from another tool in HubSpot, including:
Templates
Knowledge base articles
Snippets
Video
Meetings
Documents
Quotes
Invoices
Payment links
Signature
To use advanced editing options, click the A icon.
Use the icons across the bottom of the email editor to modify your text style or format.
To include a code block, click the </> icon.
To include a blockquote, click the ququote icon.
You can also type three backticks ```to create a code block with monospace font.
To use a table, copy and paste it into the reply editor.
Unsent messages you start typing will be automatically saved as drafts. This allows you to leave a ticket and return later, or access it through the drafts view in the left panel without losing your progress. Drafts are only visible to the user who created them.
If the visitor you’re responding to was originally unknown but later provides their name or email address, you can associate them with a contact:
Locate one of the messages the visitor sent and click the search magnifying glass icon.
In the right panel, click the Create new tab to create a new contact or click the Add existing tab to associate the visitor with an existing contact. This will also associate their ticket and your conversation with them. At the bottom of the panel, click Save.
For live chat channels, you can configure replies to send when you press Enter. Click the three vertical dots icon at the bottom of the reply editor, then select the Press 'Enter' to send checkbox. This setting only applies to you and will not affect other users in the portal.
To send the reply, press Enter or click Send. You can also reply and update the ticket status in a single action:
In the bottom right, click the dropdown arrow next to the Send button and select a ticket status. The ticket statuses of the ticket's current pipeline will show here.
If the selected ticket status is conditional, you'll be prompted to enter the required properties.
Once you've selected an option, the email will be sent and the ticket status will be updated.
Please note:if you’ve enabled automation settings for tickets, the workflow Change ticket status when an email is sent to a customer will automatically be edited to prevent the ticket status from reverting.
Add notes to a conversation
Use Notes to notify another team member of the conversation. This note will not be visible to the contact. For tickets created from incoming calls, the Note tab will only appear if an outbound email is drafted or sent.
In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
Click a ticket to view the corresponding conversation, along with details about the associated records (e.g., contacts, companies, and deals).
In the Reply editor, in the top right, click the Note icon.
Type @ and your team member's name, then enter your message.
Use the icons across the bottom of the email editor to modify your text style, insert a link, or upload a file.
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