Ask a HubSpot practitioner which hub they know least and the answer keeps coming back the same. Zach Hussion is deep in interviews for a new hire, asking which hubs people are proficient in and which ones they don't have a ton of experience in. The answer: "Across the board, Service Hub."
That makes this update more interesting. Per HubSpot, Help Desk now has a unified thread view that shows messages from every conversation on a ticket in one chronological thread, labels what came from a merged ticket, and lets you rename conversation tabs to show who each one is with. Without it, when a ticket involves a customer and a colleague or a third party vendor, the conversation splits across tabs and context gets lost.
Madelyn Donovan was candid: "I have always found Help Desk really overwhelming personally." Her verdict on the change: "having it just be chronological just makes sense to me in my brain."
My favorite part is the vendor piece: "we're finally seeing recognition that you might want third party vendors tracked in that communication channel managed in your HubSpot." And a team that owns that process has more than contacts, companies and deals to work with: "projects, services, listings."
Zach's reason this hub deserves the attention: "it costs you a lot less to keep a current client happy and going."
If the service side has been the quiet corner of your HubSpot, this update is a reason to open it.
The next step