July 16, 2025 HubSpot Updates - View, Create, and Edit Notes in Help Desk

  • 28 min

July 16, 2025 HubSpot Updates - View, Create, and Edit Notes in Help Desk

Wake Up! Customer Platform - The Unofficial HubSpot Updates Morning Show

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Discover the latest enhancements to HubSpot's Customer Platform that improve Help Desk and Sales Hub functionalities.

Overview of HubSpot's Recent Platform Updates

On July 16th, HubSpot announced several significant updates to its Customer Platform during the Wake Up! Customer Platform show. Hosted by Chris Carolan, Casey Hawkins, and George B. Thomas, the show detailed new features aimed at improving Help Desk operations, managing ticket capacity limits, and enhancing manual deal and company scoring in Sales Hub. These updates are designed to streamline workflow and enhance the user experience across the platform.

Platform Updates Detailed

Help Desk Improvements: Notes Replacing Comments

HubSpot's Help Desk has introduced a significant change by replacing comments with notes. This update eliminates the synchronization issues between Help Desk comments and ticket notes, creating a unified space for internal conversations. The new notes feature enables support teams to collaborate more effectively within the HubSpot platform, reducing the need for makeshift solutions.

Key aspects of this update include:

• Unified internal communication within Help Desk
• Enhanced collaboration between support teams and sales reps
• Streamlined workflow with consistent information across Help Desk and ticket records

To join the beta, request access here.

Managing Ticket Capacity Limits for Better Efficiency

HubSpot has also introduced user-based ticket capacity limits, allowing service managers to set different limits by ticket type—calls, messages, emails—based on the experience of individual representatives. This update aims to prevent reps from becoming overwhelmed, ensuring that they can handle their workloads more efficiently.

Key aspects of this update include:

• Customizable ticket capacity limits by type and user
• Improved workload management for support representatives
• Enhanced customer experience through better queue management

To join the beta, request access here.

Unified Manual Deal and Company Scoring in Sales Hub

Another major update is the introduction of manual deal and company scoring within the Sales Hub. This feature allows for unified scoring of contacts, companies, and deals, facilitating better alignment in preparation for the legacy scoring sunset in August.

Key aspects of this update include:

• Manual scoring for deals and companies
• Unified scoring system for contacts, companies, and deals
• Enhanced collaboration between marketing and sales teams

To join the beta, request access here.

Community Insights and Discussions on New Features

During the show, community insights and discussions highlighted the real-world implications of these updates. The hosts emphasized the importance of these quality-of-life improvements, noting that they make the tools feel more responsive and user-friendly. Community members also discussed the potential for increased efficiency and better alignment between teams, thanks to these updates.

Key Takeaways and How to Access the New Features

The recent updates to HubSpot's Customer Platform are designed to enhance the functionality of Help Desk and Sales Hub, providing users with more efficient and integrated tools. Key takeaways from these updates include:

• The replacement of comments with notes in Help Desk, streamlining internal communication.
• The introduction of user-based ticket capacity limits, preventing representative overwhelm.
• The addition of manual deal and company scoring in Sales Hub, unifying the scoring system across the platform.

For users interested in accessing these new features, beta requests can be made using the provided links. These updates represent a significant step towards making HubSpot's Customer Platform more user-centric and efficient, reflecting the company's commitment to continuous improvement and customer satisfaction.

Stay tuned for more updates and insights from the Wake Up! Customer Platform show, and make sure to leverage these new features to enhance your HubSpot experience.