BetaManage help desk tickets in board view
Last updated: January 28, 2025
Available with any of the following subscriptions, except where noted:
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Users with an assigned Service Hub seat can view help desk tickets in board view to visualize them as cards moving through pipeline statuses. You can edit, delete, and move tickets between statuses, and customize the board to display specific information. This visual layout helps teams quickly assess ticket status, identify issues, and prioritize actions, improving workflow and efficiency.
Learn more about help desk.
View help desk tickets in board view
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click the grid board icon in the upper right.
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To view a specific pipeline, click the pipeline dropdown menu and select the pipeline.
- To hide tickets in a specific status, click the left left carat icon at the top of the column. If a column is already collapsed, click the right right carat icon to expand it.
- To segment your tickets based on properties, click the property dropdown menus to filter by common properties, or click Advanced filters to filter by other properties. Learn more about how to filter records and save views, and how to select filter criteria.
- Click a board card to view a ticket in the right panel, or click the ticket's name to view and edit the full record.
Edit or delete tickets in board view
You can edit ticket property values or delete tickets while in board view.
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click the grid board icon in the upper right.
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Navigate to the tickets you want to edit. You can open a saved view, or apply filters to find the records you want to edit.
- Hover over a board card, then select the checkbox to select an individual ticket.
- If you're editing multiple tickets, select checkboxes on the board cards of ticket you want to edit.
- To select all of the tickets in the pipeline, select the checkbox at the top left of the board.
- To edit the values of a specific property for the selected tickets, at the top of the table, click edit Edit.
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In the dialog box, click the Property to update dropdown menu and select the property you want to edit.
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In the field that appears, enter or select a new value for the selected property. For multi-select properties:
- To add new values while maintaining the existing values, select Append to current value(s).
- To overwrite the existing values, select Replace current values(s).
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Click Update. For text or single-select properties, this will overwrite the old values in the property for these tickets.
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- To let other users and teams access the ticket, click Share. In the dialog box, select the users and/or teams with which you want to share the ticket. Then, click Share.
- To merge tickets, click Merge. 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. Then, click Merge.
- To delete the records, at the top of the table, click delete Delete. In the dialog box, enter the number of tickets and click Delete. Users must have Bulk delete permission to delete multiple records.
Move tickets between pipeline statuses
While in board view, you can move individual tickets to a new pipeline status.
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click the grid board icon in the upper right.
- Click and drag the ticket's board card to another stage or status.
- If there are any required properties for that ticket status, enter or select a property value, then click Next.
- Once the ticket is moved to a new status, the column's record count is updated and the cards within the column are re-sorted based on your sort criteria.
Sort board cards based on a property
You can select which property is used to determine the sort order of your tickets in each column. For example, you can sort tickets by the most recent value for Create date or sort deals by high to low values for the Amount property .- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click Board options in the top right of the board.
- Select Sort.
- Click the Property dropdown menu, then select the property that will be used to sort the tickets in each column (e.g., Amount).
- Click the Sort by dropdown menu, then select the criteria that will determine the order of the tickets (e.g., Odest).
- Click Save.
![sort tickets](https://knowledge.hubspot.com/hs-fs/hubfs/Knowledge_Base_2023-24-25/sort%20tickets.png?width=412&height=319&name=sort%20tickets.png)
Edit the appearance of board cards in a pipeline
You can edit how your pipelines appear by customizing the card style and selecting which information to show on board cards, including properties, association icons, and activity.
- In your HubSpot account, navigate to Workspaces > Help Desk.
- Click Board options in the top right of the board.
- Select Edit cards.
- To update the style of board cards, select an option, either Default or Compact. The Default style shows the property names and their values, while the Compact style only shows the property values.
- To show the ticket's priority and icons of associated records cards, select the Display priority and associated records checkbox.
- To show the ticket next and last activity information, toggle the Ticket activity information switch on. Activities include notes, calls, tracked one-to-one emails, meetings, tasks, and chats. This information will only be shown for open tickets with active cards.
- To differentiate between tickets that are active or inactive, toggle the Inactive cards switch on. With this setting turned on, cards will be grey if the record hasn't had a logged activity after a specific amount of time. To set the time frame for which a ticket should be marked inactive, enter a number, then select a unit of time (e.g., mark a ticket inactive if no activity after 5 days). The last activity will always appear on inactive cards.
- Once you're done, click Save.
Learn how to select which properties are displayed on board cards in your object settings.