HUBSPOT: Help Desk

Where to locate Helpdesk

• Below the ''Commerce Icon'' you'll be able to view the ''Helpdesk Icon'' represented by a bell.

Helpdesk Navigation Bar

• (+) Icon – Here is where you can create a new ticket quickly.

• Search Bar – You can use this to locate a ticket by entering relevant keywords, ticket ID, or customer details.

• Summary – A dashboard view showing key metrics and highlights for the day, such as Open Tickets, Closed Tickets, and Team Availability.

• Analyze – Access detailed reports and analytics on team performance, ticket trends, and customer satisfaction.

Helpdesk Navigation Bar

• Unassigned – Tickets that have not yet been assigned to any agent.

• Assigned To Me – Tickets currently assigned to you for resolution or follow-up.

• My Team's Unassigned – Unassigned tickets that belong to your team’s queue, waiting for assignment.

• My Team's Open – All open tickets currently assigned to members of your team.

• All Open – A view of all open tickets across the organization.

• Following – Tickets you are following to track updates and any activity related to the conversation.

• My Mentions – Tickets or conversations where you have been tagged or mentioned, alerting you to action required.

• All Closed – A list of all tickets marked as closed, for reference or review.

Helpdesk Navigation Bar

Views

• Manila CS – Tickets assigned or related specifically to the Customer Service team in Manila.

• Melbourne CS – Tickets assigned or related specifically to the Customer Service team in Melbourne.

• Sent – Tickets or messages that have been sent out to customers.

• Spam – Tickets identified as spam or irrelevant, filtered from main queues.

Here is a video guide for the Help Desk Navigation Bar.

How to Respond to a customer with Help Desk

• Input at the text box your response to the customer (Highlighted by the red rectangle)

How to Respond to a customer with Help Desk 

• After you have finished typing your response, you may send it by clicking the SEND button. You will then have three options to choose from:

  • Send and set to New

  • Send and set to Open

  • Send and set to Closed

How to respond to a customer with Help Desk - Using HubSpot AI

• At the lower left part of the screen, you'll be able to see a STAR icon which is HubSpot's AI assistant.

• You can generate a prompt so that the AI will provide options for your to respond to the customer.

• After which, you can insert it at the chat box or regenerate another response.

• Review the response ensuring accuracy then tailor or alter it for personalization.

How to respond to a customer with Help Desk - Using Miles

• ''Powered by Customer Agent'' This is Miles who will also provide a response basing from the email and our references.

• Click EDIT to include the response to the chat box

• Review the response ensuring accuracy then tailor or alter it for personalization.

Once Sent

• Go to the upper right portion where you'll find the arrow buttons. Click on the right arrow button to proceed with the next ticket.

• If you are not ready to take the current ticket, you may proceed to click the right arrow button to proceed with the next ticket.

Here is a video guide for responding to tickets using Help Desk.