HubSpot Help Desk: Notes

Major changes to address some of the top pain points that we've heard. So the first one is Notes. Some folks might be familiar with this. It's in a long been in a long running beta. We are gearing up to roll it out more fully soon. But Notes is actually replacing Comments in Help Desk. So you'll see that the interface looks really similar. We just have replaced, essentially replaced the comment text with Notes, but under the covers. All of the internal collaboration within Help Desk is going to be powered by Notes rather than Comments. We're doing this for a couple reasons. One, comments pretty much only existed in that format within Help Desk and so if you opened up the Ticket Record page, you wouldn't see the comments that you left in Help Desk and vice versa you wouldn't see the notes that you left on the Ticket Record with this change. As you can see here, they are synced. So anything that I post in the Ticket Record as a note is going to show up in Help Desk and vice versa. So we really just wanted to kind of get onto the power of the platform. This applies to other object types too. I can associate this note with other records and it's going to show up there. So we're on the power of the platform.