Ever wished you could revive an old conversation the same way you’d resurrect a forgotten chocolate bar from the back of the pantry? Well, HubSpot has just granted your wish—minus the melted chocolate.
In this blog post, we’re unwrapping two shiny new Service Desk updates that’ll have you opening closed tickets faster than you can say, “Wait, wasn’t that solved last week?” and hunting down knowledge sources quicker than a lost set of keys.
Let’s dive into these updates and explore how they can transform your customer support experience.
In customer support, closed tickets can often feel like forgotten relics. Customers may have follow-up questions or new concerns related to previously resolved issues, but reopening a ticket typically involves cumbersome processes—switching to email, creating a new ticket, or sifting through old conversations.
This can lead to frustration for both customers and support agents, resulting in lost context and wasted time.
HubSpot’s latest update allows users to reopen closed tickets directly from the Customer Portal. This means no more rummaging through your inbox or losing track of ticket history.
Customers can simply jump back into the portal, drop their follow-up question or concern, and let the system bring that previously resting ticket back to life.
For users, this feature eliminates confusion about whether their concern is truly “dead.” They can easily revisit past interactions, ensuring that their issues are addressed without starting from scratch.
This streamlined process enhances the overall customer experience, making it easier for users to get the support they need.
For admins, the ability to reopen tickets directly from the portal streamlines customer conversations. All the juicy details remain in one spot, saving precious time for more complex issues.
This feature not only improves efficiency but also fosters better communication between support teams and customers.
In customer support, having quick access to relevant information is crucial. Support agents often find themselves drifting between multiple browser tabs or struggling to locate that elusive FAQ page.
This inefficiency can lead to longer resolution times and frustrated customers.
HubSpot’s new knowledge sources sidebar card is designed to slot right into your help desk, providing instant access to relevant resources.
Instead of wasting time searching for information, support agents can perform a quick keyword search right where they’re working.
What’s even more exciting is the option to enable AI-generated recommendations. The system analyses the context of the ticket and suggests related resources on the fly.
This means no more head-scratching or wild guesses—support agents can find the information they need quickly and efficiently.
The ability to access knowledge resources directly within the help desk is a game changer. It allows support agents to resolve issues faster, leading to happier customers and fewer support calls that end with, “Hang on, let me just find that article…”
This feature not only enhances the efficiency of support teams but also improves the overall customer experience.
Customer support can be a chaotic beast. The ability to seamlessly reopen tickets keeps all past context firmly in place, so nobody wastes time rehashing the same old issues.
This efficiency is crucial for maintaining high levels of customer satisfaction.
The knowledge sources card acts like a personal genie in the help desk lamp—granting wishes for relevant resources without forcing agents to leave their workflow.
This means speedier resolutions, happier customers, and a more organised approach to knowledge management.
With these updates, communication between support agents and customers becomes more fluid. Customers can easily follow up on previous issues, while agents have quick access to the information they need to provide effective support.
This streamlined communication fosters a positive relationship between businesses and their customers.
To enable the ticket reboot feature, follow these simple steps:
To integrate the knowledge sources card into your help desk:
These features are quick to set up and deliver a smoother experience for both support agents and customers alike.
HubSpot’s new Service Desk updates are designed to enhance efficiency, improve knowledge management, and streamline communication. By enabling the reopening of closed tickets and integrating the knowledge sources card, businesses can provide a superior customer support experience.
So why not give these features a try? Keep the service desk party rolling and watch as your customer support transforms into a well-oiled machine.
Happy HubSpotting!