The Help Desk – A Central Overview for Sales Employees
What is it?
The Help Desk in HubSpot allows service teams to centrally manage support tickets by connecting various channels like chat, email, WhatsApp, and more. Teams can organize, prioritize, and efficiently handle tickets—all within a single workspace.
Help Desk Features at a Glance
Connect Channels:
You can link chat, email, WhatsApp, and more to the Help Desk to automatically convert incoming messages into tickets. If needed, you can also migrate past conversations. (Note: The Help Desk is not available in the HubSpot mobile app.)
Organization & Management:
You can structure tickets with standard or custom views, organize teams, and customize the right sidebar.
Ticket Handling:
You can create, respond to, move, forward, and merge tickets directly in the Help Desk. Various filtering options (ticket status, ticket pipeline, ownership, etc.) help streamline workflows. The Breeze AI Copilot assists by summarizing tickets and improving responses.
Settings & Automation:
You can optimize the Help Desk by setting up automatic ticket routing, defining working hours, establishing SLA goals, and enabling transcripts. (See Help Desk Settings.)
Help Desk Settings Page
The new Help Desk Settings page provides service managers and operations admins with a centralized hub to manage and optimize their Help Desk workspace. Key settings are now consolidated in one place, enabling managers and admins to efficiently oversee the Help Desk without needing an in-depth understanding of HubSpot’s data model.
How does it work?
The page enhances organization and visibility, simplifies team and user management, expands self-service options, and activates performance-boosting features.
Location: Settings > Tools > Inbox & Help Desk > Help Desk
Who Has Access to the Help Desk?
Available for Service Hub Pro and Enterprise users.