If the people who live in HubSpot find a screen overwhelming, your customers might too. Madelyn Donovan: "I don't work in Service Hub nearly as much as the other hubs, let alone Help Desk. I have always found Help Desk really overwhelming personally." Her test: "If I can't figure it out intuitively on the first try, likely customers, no matter how used to it they are, they're probably having a hard time learning it too."
So the new unified thread lands for her. Per HubSpot's update, Help Desk now shows messages from every conversation on a ticket in one chronological thread. "Having it just be chronological just makes sense to me in my brain. So I'm glad that this is here now, even if it wasn't before."
Before you roll a hub out to a team, try it the way a first-time user would.
The next step