Last updated: January 29, 2024
If you've opted into the help desk workspace beta, super admins in your account can move an existing email or form channel from the conversations inbox to help desk. You can also choose to move historical conversations and any associated tickets to help desk when moving the channel.
Before migrating an existing inbox channel to help desk, keep the following caveats in mind:
When you move a channel to help desk, the following actions will occur:
If you opt to move historical conversations from a channel into help desk:
To migrate an existing email or form channel from the conversations inbox:
Please note: once a channel is moved to help desk, the option to move historical conversation will no longer be available.
A message will appear in your inbox settings and the inbox itself to inform users in your account that a move is in progress. This is critical for agents who might start to notice that their assigned conversations are changing. Note that once a move has started, it cannot be stopped.
As a channel is actively moving to help desk, HubSpot will detect and move any new conversations that come into the migrating inbox channel.