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Manage and respond to customer tickets with help desk (BETA)

Last updated: March 5, 2024

Available with any of the following subscriptions, except where noted:

Service Hub Professional, Enterprise

You can connect chat, email, form, calling, and Facebook Messenger channels to the help desk tool, which consolidates your support process into a single workspace. Support agents in your account can respond to tickets, prioritize and organize tickets, and more efficiently triage issues for your customers.

Please note: only Super admins and users with a Service Hub paid seat can access the help desk workspace in your account.


Organize teams and views in help desk

Before you start managing your tickets in help desk, review the sections below to learn more about the default views provided by HubSpot, as well as how to structure your teams to allow them to efficiently collaborate with one another.

Group members into teams

To get the most out of help desk, it's recommended you organize team members into HubSpot teams based on expertise and how you plan to share tickets. For example, if your support organization has a general support team whose members share responsibilities, need visibility into each others' tickets, and often collaborate, it's recommended grouping those members into a single HubSpot team.

Views in help desk

Views allow you and your team to organize the help desk workspace to each member's specific needs. You can start managing tickets immediately using the default views, or create custom views to control what's visible for each team.

updated-help-desk-default-list-view-1

Help desk includes the following view types:

  • Default views: built-in views that filter tickets based on their assignee and status:
    • Unassigned: all tickets without a current assignee.
    • Assigned to me: all tickets assigned to you.
    • My Team's Unassigned: tickets will appear in this view if you set up automatic routing rules to assign tickets to your team but all users on the team were unavailable when the ticket was created.
    • My Team's Open: all open tickets assigned to you or another member of your team.
    • All open: all tickets with a status of Open.
    • All closed: all tickets with a status of Closed.
    • Sent: all tickets with an associated conversation that includes an email sent from a connected email or from a record in the CRM.
    • Spam: all tickets that a user in your account marked as spam.
  • Public custom views: views created by users in your account that are visible to all other teams.
  • Team-shared custom views: views created by users that are only visible to their main team.
  • Private custom views: views only visible to the user who created them.

Create custom views

You can filter tickets into public or private views to help your team prioritize and manage customer communications in help desk. For example, you could create a view of all high priority tickets so your team knows where to focus their efforts, or you could create a private view of all open tickets in your pipeline to better monitor ticket resolution without distracting your team.

Please note: only users with the Custom views permission can create, edit, or delete custom views in your inbox.

To create a custom view in help desk:

  • In the left sidebar, click + Create view.
  • In the right panel, enter a name for your view, then select a sharing option:
    • Private: the view will only be accessible to you.
    • Team(s): users can create views that are visible to any HubSpot team with access to help desk.
    • Everyone: all users in your HubSpot account will be able to access the view.
  • Click Next.
  • Select and configure any ticket properties you'd like to filter on.
  • When you're done customizing your view, click Create view.

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The newly created view will appear in the left sidebar under Shared views if you made the view accessible to everyone or a specific team. If you made the view private, it will appear under Private views.

The number of custom views you can create depends on your HubSpot subscription. You can review this limit in the Custom views in shared inbox section in HubSpot's Product & Services catalog.

Create and manage tickets in help desk

Help desk allows you to navigate between existing tickets and create new ones without having to leave the workspace.

By default, tickets will automatically be created via all channels you've connected to help desk. For example, if you connected a team email address support@mycompany.com to help desk, any emails to that address will create a ticket automatically. Tickets can also be created from other sources such as imports, integrations, workflows, or via the tickets API

Only tickets that are associated with conversations in inboxes connected to help desk will appear in the workspace.

Migrate an existing inbox to help desk

If you've already been using the conversations inbox to manage tickets in your account and you want to migrate all historical conversations to help desk, you can follow the instructions in this article to migrate an email or form channel to help desk.

Connect a new channel to help desk

To connect a new channel in help desk:

  • In your HubSpot account, navigate to Service Help Desk.
  • In the lower left, click Help Desk Settings.
  • Under Channels, click Connect a channel.
  • Follow the prompts to connect a Team emailChatForm, Calling, or Facebook Messenger account. The connection process is the same as connecting a channel to the conversations inbox. Learn more about connecting a channel in this article.

Review your tickets and conversation details

To review and manage tickets in help desk:

  • In your HubSpot account, navigate to Service Help Desk.
  • In the help desk workspace, you can connect additional channels, create, respond, and manage your tickets, and customize ticket properties.
  • Click a ticket to view the corresponding conversation, along with details about the associated records (e.g., contacts, companies, and deals). 

updated-ticket-details-view-in-help-desk

  • To edit a ticket's properties, click the Ticket ownerPriorityCategory, or Status fields at the top of the ticket.
  • In the right sidebar, you can edit the ticket's information, such as the description or the priority, or update the ticket's associated contacts, companies, or deals.

Create tickets in help desk

To create a ticket manually:

  • In the help desk workspace, click Create ticket in the bottom left.
  • In the right panel, enter your ticket details. If you want to customize which properties appear here, click Edit this form at the top of the panel. The following fields are required by default:
    • Ticket name: provide a description for this ticket.
    • Pipeline: assign this ticket to a specific ticket pipeline you've created.
    • Ticket status: choose a specific ticket stage from the pipeline you've selected.
  • To associate a company or contacts with the ticket, click the Company and Contact dropdown menus, then search for the company or contacts. Learn how to associate the relevant company or contact activities to the ticket.

ticket-create-sidebar-associate

When you create a ticket manually, there will not be a conversation immediately associated with the ticket. To create one, click Add contact. Once you associate a new or existing contact, the reply editor will appear, and you can begin composing a message to the contact.

add-contact-to-new-ticket-in-help-desk-workspace

Move tickets between the conversations inbox and help desk

You can move conversations associated with tickets between the conversations inbox and help desk.

Please note: only super admins and users with the Account access permission can move tickets between the conversations inbox and help desk (and vice versa).

To move a conversation from your inbox to help desk:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • Click a conversation.
  • In the top right, click the ellipses ellipses icon, then select Move to another inbox.
  • In the dialog box, click the Select inbox dropdown menu, then select Help desk. You can reassign the conversation if needed, and add an optional comment to provide context on why you're moving it.

To move a conversation from help desk to one of your conversation inboxes:

  • In the help desk workspace, click the conversation you want to move.
  • In the top right, click the ellipses ellipses icon, then select Move to another inbox.
  • In the dialog box, select an inbox. You can reassign the conversation if needed, and optionally include a comment to provide context on why you're moving the conversation, then click Save.

move-conversation-from-help-desk-to-another-inbox

When you move a conversation from help desk to an inbox, the conversation will move but the ticket will remain in help desk.

Respond to tickets in help desk

Use the reply editor to respond to an incoming email or chat message, or use the Comment tab to notify another team member of the conversation.

To expand the reply editor while typing your response, click and drag the reply editor. 

reply-editor

Enter a reply, using the toolbar in the bottom left to add rich text formatting (e.g., bold, italics, etc.). You can also click Insert and select an option to attach content from another tool in HubSpot, including:

  • Knowledge base articles
  • Snippets
  • Video
  • Meetings
  • Documents
  • Quotes
  • Templates

Turn on automatic chat transcripts

Super admins and users with Account access permission can turn on automatic transcripts of your live chat conversations, which will be emailed to the contact who started the chat. The transcript will be sent after the chat is closed.

To turn on automatic transcripts:

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Inbox & Help DeskHelp Desk.
  • On the Channels tab, hover over the Chat channel and click Edit.
  • Toggle the Chat transcript switch on.
  • You can also click the Send from dropdown menu to change the email address the chat transcript is sent from.

turn-on-automatic-transcripts-for-help-desk

  • In the bottom left, click Save.

Search and sort for tickets in the ticket list view

To review and filter all tickets in a single high-level view:

  • If you're currently viewing tickets in a specific view (e.g., a default view or a private custom view), click Back to list at the top of the view.

back-to-ticket-list-from-help-desk-view

  • You can locate a specific ticket by entering a term in the search box in the top left, which will search across all tickets in help desk.
    • Any of the following fields are currently supported as search terms:
      • Ticket information: name, ID, or description keywords
      • Associated contact properties: first name, last name, phone number, mobile phone number, email address, or company
    • After you've entered a search, hit the enter key to execute your search.
search-for-ticket-in-help-desk-list-view
  • You can sort tickets by a specific property by clicking the column header for that property.
  • Click the dropdown menus at the top of the list view to filter by Ticket owner, PriorityPipelineTicket status, or HubSpot team.
  • Create a customized filter by clicking Advanced filters:
    • In the right panel, enter and select a property to filter by.
    • Set the criteria for the selected property, then click Apply filter.
    • To select another property, click AND, then select and customize the criteria for another property. When you combine filters using AND, lists must meet all of the criteria in order to be included in the resulting filter view.

create-advanced-filter-in-help-desk
You can click the name of a ticket to return to the detailed view of the ticket and its associated conversation.

Merge tickets

If you want to consolidate related threads about the same customer or issue, you can merge two tickets directly within help desk.

To merge tickets:

  • In your HubSpot account, navigate to Service Help desk.
  • In any of the ticket list views, click the name of a ticket.
  • In the top right, click the ... ellipses icon, then select Merge ticket.

merge-ticket-in-help-desk-from-ticket-details-view

  • In the dialog box, click the Search dropdown menu to search for and select another ticket to merge with.
  • Select the Primary radio button under one of the tickets to use its property values for the new record created as a result of the merge.
  • Click What happens when you merge two tickets to review additional information about what will happen after you merge the tickets. Learn more about merging records in this article.
  • Click Merge. Once merged, tickets cannot be unmerged.

merge-ticket-in-help-desk-dialog-box-from-details-view

Customize the help desk interface

You can configure how ticket information appears in the right sidebar of the help desk tool. The following records will appear, if applicable:

  • Contacts
  • Companies
  • Deals
  • Custom objects

Certain parts of these records can be tailored to fit your team's needs:

  • Customize the properties that appear in the record preview or the ticket information section by following the steps in this article.
  • Update and reorder properties for your specific user by following the instructions in this article.
  • Each agent in your account can drag and drop the records associated with a ticket to reorder them to fit their individual needs.

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.).

Set SLA goals in help desk

Super admins in your account can set service level agreements (SLAs) for tickets in help desk.

You can set SLA goals for time to first reply, time to next reply, and time to close. These goals can apply to all tickets in help desk, or they can be based on specific ticket properties, such as priority, team, source, or pipeline. You can also customize whether your SLA goals apply at all times or only during working hours.

To set up SLA goals:

  • In the help desk workspace, click Help desk settings in the lower left.
  • Click the SLAs tab.
  • Click the Manage when SLAs apply dropdown menu and select an option:
    • Working hours: your SLAs will only apply during your team's regular schedule (e.g., 9:00 AM to 5:00 PM). You can customize your team's working hours by clicking Edit your team's working hours:
      • In the dialog box, use the dropdown menus to edit your availability. Note that working hours do not include holidays.
      • You can also click Add hours to configure additional periods during which your team will be expected to be available.
    • 24/7: your SLAs will apply all the time, even outside of working hours.
    • Click Save.
set-working-hours-for-help-desk-slas
  • In the bottom left, click Save.
  • To customize how your SLA goals will be enforced, click to toggle the Set reply and close time SLA goals switch on, then expand the section:
    • To apply SLA goals to all tickets in help desk, select the To all tickets in help desk radio button:
      • Use the dropdown menus to set the SLA goals for time to first reply, time to next reply, and time to close.
      • To set when a ticket's SLA status will change to Due soon, use the dropdown menus under Mark as due soon to remind your team and stay within your SLAs.
customize-sla-goals-in-help-desk-settings-toggle
    • To apply different SLA goals based on a ticket property, select the Based on ticket property radio button.
      • Click the Choose ticket property dropdown menu, then select a ticket property.
      • Click Edit SLA goals.
      • In the right panel, use the dropdown menus to set the SLA goals for each property, including time to first reply, time to next reply, and time to close.
      • If you don't want to set SLA goals for a specific property, clear the On/Off checkbox next to the associated property value.
      • To set when a ticket's SLA status will change to Due soon, use the dropdown menus under Mark as due soon.
      • Click Done.
set-up-sla-goals-ticket-properties-dialog
    • In the bottom left, click Save to confirm your SLA goal settings.
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