We are working intensively with the HubSpot Helpdesk and are experiencing an issue with how conversations are displayed in tickets.
Currently, longer replies and internal notes are collapsed by default and only partially visible. To read the full content, you have to click “Show more” each time. In tickets with a long history, this means constantly expanding messages manually, which significantly slows down the workflow — especially for support agents who handle many tickets per day.
Our request:
A setting (ideally per user or global for the portal) that ensures all replies/notes in the Helpdesk are always displayed fully expanded.
Alternatively, at least an option like “Show entire thread” or “Default: always show full messages” that can be saved/remembered.
Background:
We want to see the full context of a ticket at a glance, without repeatedly having to click “Show more”.
The current collapsing logic makes sense for extremely long threads, but for support teams processing many tickets daily, the additional manual clicks are very frustrating and time-consuming.
Question:
Are there already plans to introduce such an option in the Helpdesk?
If not, I would like to submit this as a feature request and would appreciate feedback from other users and from the product team.
Thank you very much!