Customize the right sidebar of help desk

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

Add cards to the right sidebar

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk.
3. Under Help desk customization, select Sidebar customization.
4. 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.
5. 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, click the dropdown menu and select the teams, then click Done.
6. To add a card to the preview sidebar, hover over the cards in the layout and click Add card. In the right panel, create a new card or add an existing card from the card library:
   • To create a new card, click Create card under the type of card you want to create. You can choose from the following options:

• • • • Association card: displays up to 5 properties of associated records.
      • Property list: displays a list of up to 50 properties.
    • In the Card title field, enter a title for the card. The title will appear in the preview sidebar.
    • To edit the internal name of a card, click the edit Edit icon next to the Internal name. Then, enter an internal name and click Save. The internal name is only visible to super admins.
      
      

• • • Depending on the card type, fill in the additional card details:
      • Property list: select the properties to display in the list. 
      • 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 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.
  • • Click Save.
  • To include an existing card in the view, click the Card library tab.
  • To add a card, click add Add card. Click the X in the top right to return to the editor.

Edit cards on the right sidebar

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk.
3. Under Help desk customization, select Sidebar customization.
4. Click the view you want to edit.
5. To make a card conditional, click the ellipses three horizontal dots icon. Then, select Set conditional logic:
   • Click the If dropdown menu and select a property. Then, select the values that determine whether to display or hide the card.
   • Click the Then dropdown menu and select Hide or Show. With conditional display logic applied, the card will appear or be hidden in the preview if the selected property has any of the set values (e.g., show the Billing Details card if the ticket's Category value is Billing issue).
   • Click Apply. 
     
     
     
6. To edit a card, click the edit Edit icon. Update the card's details, then click Save.
7. To rearrange the cards, click and drag a card to the desired position.
8. To remove a card from the view, click the ellipses three horizontal dots icon, then select Remove. Once removed, you can still add the card back from the Add card dropdown menu.

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

9. 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.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk, then select the Help Desk.
3. Under Help desk customization, select Sidebar customization.
4. To reset the default view to the default system settings, click the ellipses three horizontal dots 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.
5. To clone a view, click the ellipses three horizontal dots icon, then click Clone view.
6. To edit a view, click the view's name.
7. 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.).