Hello!
I am hoping for your thoughts here. We are considering moving our support teams to the Help Desk view. We are currently using conversations inbox to route support chats, support emails and voice mail messages.
And then we are going to saved ticket views to manage our ticket load. We also have several ticket pipelines and manage our training tickets and check in tickets.
Our team also uses the RingCentral – HubSpot calling integration to receiving incoming calls and we pop into the calls view regularly.
The above details are my main concerns in moving to HelpDesk.
1. I have heard not all tickets will transfer into the merge to Help Desk…specifically those manually created? At least half our tickets (because of our training managment) are manually created
2. Can I easily re route the chats, support emails and voice mails into a Help Desk view from conversations inbox?
3. Can we still accept calls in Help Desk view?
I would love to get thoughts from those who have done this and what struggles you may have had and what warnings you would share. I would love even more the chance to actually meet with a couple people who would be willing to discuss these questions.
Thank you so much for your help!