Manage tickets in help desk

Support agents in your account can edit, follow, split, merge, move, or delete tickets in help desk. This helps your team stay up-to-date on recent ticket activity and maintain an organized ticket list. 

Learn more about setting up help desk. 

Edit ticket and conversation details

You can view and edit the ticket details as you follow-up with the contact or update the ticket status. 

To review and edit tickets in help desk:

• In your HubSpot account, navigate to Workspaces > Help Desk.
• Click a ticket to view the corresponding conversation. In the right sidebar, view details about the associated records (e.g., contacts, companies, and deals). 

• To edit a ticket's properties, click the Ticket owner, Priority, Category, or Status fields at the top of the ticket.
• If your ticket has an associated conversation, you can generate a ticket name using Breeze, HubSpot’s AI:
  • At the top of the ticket, click the breezeSingleStar  AI icon next to the ticket name. Copilot will generate ticket names based on the context of the conversation and ticket properties. 
  • To use the ticket name, click Insert.
  • To generate different suggestions, click breezeRegenerate RegenerateRegenerate.
    
    
• In the right sidebar, you can edit the tickets information, such as the description or the priority, or update the ticket's associated contacts, companies, or deals. Learn more about customizing the cards shown on the right sidebar.
• In the Ticket Summary section, you can use Copilot to generate ticket summaries. If the Ticket Summary section isn't showing, you'll need to add it to the right sidebar. Learn more about customizing the cards shown on the right sidebar.
  
  

Please note: you must have Customer Conversation data and Copilot access turned on to generate ticket summaries and ticket names. Learn more about managing your AI settings.

Manage tickets 

You can edit, follow, split, merge, move, or delete tickets to streamline and efficiently manage customer issues.

Follow tickets 

To receive notifications when there's new activity on a ticket, follow the record:

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In any of the ticket list views, click the name of a ticket.
• To follow a ticket, click the Actions dropdown menue in the top right corner, then select Follow. If you already follow the record, to turn off notifications, select Unfollow.

Split tickets 

Please note: you can only split email tickets in help desk. 

You can split email tickets in the help desk to keep customer issues organized. For example, if a customer reopens a ticket with an unrelated issue, support reps can split the ticket to keep topics separate. To split email tickets:

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In any of the ticket list views, click the name of a ticket. 
• In the top right, click the Actions dropdown menu, then select Split ticket. 
• Select the checkboxes next to the messages you want to split into a new ticket. Then, click Confirm. 
• In the right panel, enter your ticket details. 
• Click Create. 

Merge tickets 

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

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In any of the ticket list views, click the name of a ticket.
• In the top right, click the Actions dropdown menu elAAAA, then select Merge ticket.

• 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.

• By default, the conversation that appears in the thread is the one most recently associated with the ticket. This means the most recent conversation might not appear automatically in the thread. You can use the Conversation dropdown arrow in the right panel to switch threads.

• Click Merge. Once merged, tickets cannot be unmerged.

Mark tickets as unread 

Unread tickets are highlighted in bold in help desk. Once you click on a ticket, it'll no longer appear bold and won't be visible as unread to other users. To mark a ticket as unread:

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In any of the ticket list views, click the name of a ticket.
• In the top right, click the Actions dropdown menu, then select Mark as unread.

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 CRM > Inbox.
• Click a conversation.
• In the top right, click the ellipses menu icon, then select Move conversation.
• In the dialog box, click the Move to 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.
• Click Move. 

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 Actions dropdown menu, eActhen select Move conversation.
• In the dialog box, select an inbox. You can reassign the conversation if needed, set the pipeline and ticket status, and optionally include a comment to provide context on why you're moving the conversation, then click Move.

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

Mark as spam 

Please note: only users with Delete ticket permissions can mark tickets as spam.

To mark a conversation in a ticket as spam in help desk: 

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In any of the ticket list views, click the name of a ticket.
• In the top right, click the Actions dropdown menu, then select Mark as spam.
• In the dialog box, select the associated conversation you want to mark as spam. If you select all associated conversations, the ticket will be deleted. 
• Click Confirm. 

• The conversation will be moved to the spam view and will be deleted after 90 days. 

Delete tickets

Users with Delete ticket permissions can delete a single ticket or delete tickets in bulk from the help desk workspace. When you delete a ticket, the associated conversation will also be deleted.

• In your HubSpot account, navigate to Workspaces > Help Desk.
• To delete a single ticket, select the checkbox next to the record you want to delete. 
• At the top of the table, click deleteelete Delete.
• To delete multiple tickets:
  • In the table view, select the checkboxes next to the records.
  • At the top of the table, click deleteelete Delete.

• In the dialog box, enter the number of records to delete, then click Delete.