Customize the right sidebar of help desk

Super admins can configure how ticket information appears in the right sidebar of the help desk tool. In the sections below, learn how to add, edit or, remove cards shown on the right sidebar.

Customize and add cards to the right sidebar

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk.
• Click the Sidebar customization tab.

• To customize the account-wide default view, in the table, click Default view. The default view is displayed to all users who aren't on an assigned team.
• To create or edit a team view, click Create team view, or click the name of an existing view. A team view is displayed only to users assigned to the selected team.
  
  • At the top of the editor, enter a name for the view.
  • To select the teams who will have access to the view, in the top right, click Assign teams. In the dialog box, select the checkboxes of the teams, then click Done.

• To add a card to the preview sidebar, click Add cards. In the right panel:
  • To include an existing card in the view, select the checkbox next to the card's name. Click the X in the top right to return to the editor.
  • To create and add a custom card, click Create card in the top right. To create a card:

• • • Select the card type.

• • • Enter an internal name and a title for the card. The internal name is only visible to super admins, but the card title is shown in the preview sidebar.
    • Depending on the card type, fill in the additional card details: 
      • Property list: select the properties to display in the list. You can include a total of 50 properties. To allow users to add additional properties (i.e. customize their About this record section) to the card, toggle the User permissions switch on. Toggle the switch off to require users to view only the default properties.
      • Associations: select the associated object (e.g., selecting Contacts will show the record's associated contacts), then select the properties to display in the card for that associated record.
• To make a card conditional, in the Conditional display logic section, select a property that determines whether to display the card, then select the values that cause the card to appear. With conditional display logic set, the card will only appear in the preview if the property has any of the selected values (e.g., show the Billing Details card if the ticket's Category value is Billing issue).

• To view how your card will appear on the record, click Preview card. Select a record to preview how the data would appear on that specific record.
• To save and add the card, click Save.
• To edit a card, click edit Edit. Update the card's details, then click Save.
• To rearrange the cards, click and drag a card to the desired position.

• To remove a card from the view, click Remove. Once removed, you can still add the card back from the Add card dropdown menu.

• To delete an existing card, click edit Edit, then click Delete card in the right panel. In the dialog box, click Delete to confirm. Once deleted, the card will be removed from all views and you will not be able to add the card back.

Please note: system default cards, which have (default) next to their name, cannot be edited or deleted.

• Click Save in the top right to save your progress at any time, or click Save and exit to save your changes and leave the editor.

Manage preview sidebar views

Once you've set up preview sidebar views, you can edit, clone, reset, or delete the views.

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk, then select the Help Desk.
• Click the Sidebar customization tab.
• To edit a view, click the view's name.
• To reset the default view to the default system settings, click the menu icon, then click Reset default view. In the dialog box, click Reset view to confirm. Cards you removed from the default will be added back and custom cards will be removed. 
• To clone a view, click the menu icon, then click Clone view. 
• To delete a team view, click the checkbox next to view, then click Delete view. In the dialog box, click Delete view to confirm. Users on teams assigned to the view will now be shown the default view.

Additional record customization 

These changes will only apply to sidebar cards in help desk. To further customize your records, learn how to:

• Customize the properties shown on the left sidebar of records.
• Select the properties displayed on record association cards for a specific object.
• Select the properties displayed on records in board view.

Some sections of help desk cannot currently be customized, including the following:

• Information that appears in the preview of each ticket (i.e., the ticket's submitter, subject, and most recent response).
• Ticket header fields that appear when you click a ticket to review the conversation (i.e., the ticket's assignee, priority, etc.).