View and manage help desk tickets in table, split or board layout

Support teams can view and manage help desk tickets in three different layouts: table, split, and board. By selecting a default layout that aligns with their preferences, support reps can navigate the workspace more efficiently, streamlining how they troubleshoot, respond to, and resolve tickets.

Please note: only users with an assigned Service Hub seat can view help desk tickets in board layout.

Learn more about using help desk. 

Access layout settings 

• In your HubSpot account, navigate to Service > Help Desk.
• Click the grid board icon in the upper right. 
• Select a layout option. You can choose from Table, Split or Board layouts. 

In the following sections, learn more about each layout option. 

Table

The table layout provides support teams with a quick overview of their tickets and relevant properties, such as Ticket name and Priority. Support reps can reply, update ticket properties, and take actions on tickets directly from the preview panel, all without leaving the table view.

View tickets in table layout

This view is selected as the default layout. If you have another layout option selected and want to switch to the table layout:

• In your HubSpot account, navigate to Service > Help Desk.
• Click the grid board icon in the upper right. Then, select Table. 
• Hover over a ticket and click Preview. You can reply and take ticket actions directly from within the preview panel. 
• To view the reply editor in full screen, click the enlarge enlarge icon. 

Edit or delete tickets in table layout 

• In your HubSpot account, navigate to Service > Help Desk.
• To edit tickets in table layout:
  • Select the checkboxes next to the tickets you want to edit. 
  •  At the top of the table, select from the following actions:
    

    • Assign: select to assign the selected records to a new user. In the dialog box, select the user and click Assign.

    • Edit: select to edit values of a specific property for the selected tickets. In the dialog box, click the Property to update dropdown menu and select the property you want to edit.
    • Share: select to share tickets with users and teams. In the dialog box, select the users and/or teams with which you want to share the record. Then, click Share.
    • Merge: select to merge two records into one. In the dialog box, click the dropdown menu, then search for and select the record to merge into the primary record. This is considered your secondary record.

• To delete tickets in table layout:
  • To delete a single ticket:
    • Select the checkbox next to the record you want to delete.
    • At the top of the table, click delete Delete.
  • To delete multiple tickets:
    • Select the checkboxes next to the records.
    • At the top of the table, click delete Delete.
    • In the dialog box, enter the number of records to delete, then click Delete.

Learn more about responding to tickets in help desk. 

Split

The split layout allows users to manage multiple tickets and respond quickly without leaving the current page, enabling support reps to efficiently move between tickets and handle high volumes of requests. 

View tickets in split layout

To view help desk tickets in split layout: 

• In your HubSpot account, navigate to Service > Help Desk.
• Click the grid board icon in the upper right. Then, select Split. 
• Hover over a ticket and click Preview. You can reply and take ticket actions directly from within the preview panel. 
• To view the reply editor in full screen, click the enlarge enlarge icon. Learn more about responding to tickets in help desk. 

Edit or delete tickets in split layout 

• In your HubSpot account, navigate to Service > Help Desk.
• In any of the ticket list views, click the name of a ticket. 
• To edit tickets in split layout: 
  • In the top right, click the Actions dropdown menu and select from the following options: 
    • Follow: select to receive notifications when there's a new activity on the ticket. Learn more about following tickets in help desk. 
    • Split: select to split an email ticket in two. Learn more about splitting tickets. 
    • Merge ticket: select to consolidate related threads on the same customer or issue. Learn more about merging tickets in help desk. 
    • Mark as unread: select to manually mark a ticket as unread. Learn more about marking tickets as unread in help desk. 
    • Mark as spam: select to mark a conversation as spam in help desk. Learn more about marking tickets as spam in help desk. 
• To delete tickets in split layout:
  • In the top right, click the Actions dropdown menu, then select Delete.

• In the dialog box, click Delete ticket. 

Board

Users with an assigned Service Hub seat can view help desk tickets in board layout 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.

View tickets in board layout

To view help desk tickets in board layout: 

• In your HubSpot account, navigate to Service > Help Desk.
• Click the grid board icon in the upper right. 

• 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 layout

You can edit ticket property values or delete tickets while in board layout.

• In your HubSpot account, navigate to Service > Help Desk.
• Click the grid board icon in the upper right. 

• 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 assign the selected records to a new user, click Assign. In the dialog box, select the user and click Assign.
• To edit the values of a specific property for the selected tickets, at the top of the table, click edit Edit.

• In the dialog box, click the Property to update dropdown menu and select the property you want to edit.
• 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).

• • Click Update. For text or single-select properties, this will overwrite the old values in the property for these tickets.

• 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 Primary 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 layout, you can move individual tickets to a new pipeline status.

• In your HubSpot account, navigate to Service > 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 Service > 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.

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 Service > 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.