Help Desk Ticket Timeline

What is it?

This update adds a new ticket timeline panel to the help desk sidebar, giving users quick access to details on historic ticket events—like merges, workflows, custom events, and status updates.

Why does it matter?

The ticket timeline panel directly addresses feedback we've heard from help desk users that key ticket information, such as merges or recent status changes, can be difficult to find. Prior to this update, support agents and managers primarily working out of help desk had to open up the ticket record page just to view these critical details. By bringing more key ticket information into help desk, users can access the information they need to provide personalized, high-quality support without having to jump to another page, increasing efficiency and helping teams resolve issues faster.

How does it work?

Click the "Activities" tab on the help desk sidebar.

Who gets it?

Professional Customer Platform, Enterprise Customer Platform, Service Professional, Service Enterprise

Sharing Feedback

We'd love to hear from you! Please send feedback to helpdeskfeedback@hubspot.com.

Learn More:

Learn more on the Knowledge Base