Never Lose Your Place Again: HubSpot Drafts for Help Desk

Managing multiple customer tickets and daily interruptions in HubSpot’s help desk can make it easy to lose your place. Previously, this risked losing progress or requiring you to juggle multiple tabs and use copy-paste workarounds. Now, with HubSpot’s new draft feature, your in-progress replies are automatically saved, allowing you to continue where you left off.

Why It Matters

Multitasking in the Help Desk can lead to jumping between tickets and tools, resulting in lost responses. The new drafting feature eliminates that risk, and it helps your team:

• Stay organized: Quickly find any unsent responses through the drafts view.
• Work efficiently: No more starting over when you get pulled away.
• Maintain focus: Pick up conversations exactly where you left off, every time.

This is a fundamental upgrade to how support teams work, keeping your communication as reliable as your service.

How It Works

• Drafts now automatically save every few seconds and whenever you navigate away from a message.
• You can access drafts in the composer or via the Drafts view within Help Desk.
• Any ticket that contains a draft will display an indicator, so you’ll always know when and where an unfinished message is waiting.
• Drafts sync across devices, allowing seamless transitions between desktop and mobile.
• All drafts are private to the individual user, not visible across teammates or workspaces.

Who Gets It

Available to Service Pro and Service Enterprise users.

Keep the Conversation Going

This feature ensures your team never loses momentum, even on the busiest days. With drafts automatically saving in the background, your support reps can focus on what matters most, helping customers quickly and effectively.