Organize teams and views in help desk

Before you start managing 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.

Choose a ticket layout

You can view and manage help desk tickets in three different layouts: table, split, and board:

• In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
• Click the grid board icon in the upper right.
• Select a layout option. You can choose from Table, Split or Board layouts.

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 other's tickets, and often collaborate, it's recommended that you group those members into a single HubSpot team.

Understand views in help desk

Views allow you and your team to organize the help desk workspace according to each team 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. You can also customize which views are shown and their order.

Help desk includes the following view types:

• Default views: built-in views that filter tickets based on their assignee and status:
  • Unassigned: all Open tickets without a current assignee. 
  • Assigned to me: all tickets assigned to you. 
  • My Team's Unassigned: Open 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. 
  • Customer agent: if you've set up a customer agent, all open tickets assigned to or escalated by the customer agent will appear in this view. Learn more about setting up a customer agent. 
  • Following: all tickets that you have manually followed. Learn more about following tickets. 

• • My Mentions: all Open tickets that you have been mentioned in. Learn more about mentioning users on records. 

• • All Closed: all tickets with a status of Closed. 
  • Sent: all Open 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. 

To customize which views are shown and the order they appear in:

• To change the view order, click and drag a view to a new position.
• To hide a view, drag it below the More dropdown menu. You can expand this dropdown menu at any time to view hidden views.
• To show a view that was previously hidden, click the More dropdown menu, then click and drag the view above it.

Create custom views

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.

If you've created spaces in help desk, you can also create custom views that dynamically organize tickets based on automatic or manual ticket assignment. 

Create custom views 

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
2. In the left sidebar menu, next to Views, click the + Add icon. Then, select Create view > Create global view.
3. In the right panel, in the Name field, enter a name for your view.
4. To add an emoji to your custom view name, click the emoji icon next to the Name field. Browse or search for your emoji, then click on the emoji to add it to the custom view name. 
5. 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.

6. To personalize the view so that users see only the tickets they own, select the Create a dynamic view filtered by ticket owner checkbox.
7. Click Next.
8. Click the Filtering on dropdown menu and select an object (Ticket, Associated Company or Contact). Then, select and configure any properties you'd like to filter on.
9. When you're done customizing your view, click Create view.

The newly created view will appear in the left sidebar menu under 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. 

Group views into folders in help desk

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
2. In the left sidebar menu, next to Views, click the + Add icon. Then, select Create folder.
3. In the text field displayed within the left sidebar menu, enter a name for your folder.
4. To add views to your folder, click and drag a view into your folder.
5. To rename a folder, click the three vertical dots and click Rename.
6. To delete a folder, click the three vertical dots and click Delete. 

Create space views 

In help desk, you can create spaces to display tickets assigned to main team members within selected HubSpot teams. If you've set up help desk spaces, you can create space views: 

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
2. In the bottom of the left sidebar menu, next to the Less dropdown menu, click the + Add icon. Then, select Create view.
   
   
   
3. Enter a name for your view. 
4. Select a type: 
   • Space: this view will only include tickets assigned to teams in the selected space. Use the dropdown menu and select a space, then select a sharing option:
     
     • Private: the view will only be visible to you.

• • • Everyone in the space: the view will be visible to all team members of the selected space. 
  • Global: this view will include all tickets assigned to any teams. Select a sharing option:
    • Private: the view will only be visible to you.
    • Team(s): the view will only be visible to selected team members. 
    • Everyone: the view will be visible to all users in the account. 

1. To show only the tickets belonging to the user viewing the view, select the Create a dynamic view filtered by ticket owner checkbox. 
2. Click Next.
3. Select and configure any ticket properties you'd like to filter on.
4. When you're done customizing your view, click Create view.

Learn more about using help desk spaces. 

Group spaces into folders in help desk 

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
2. In the left sidebar menu, next to Spaces, click the + Add icon. Then, select Create folder. 
   
   
   
3. In the text field displayed within the left sidebar menu, enter a name for your folder.
4. To add spaces to your folder, click and drag a space into your folder.
5. To rename a folder, click the three vertical dots and click Rename.
6. To delete a folder, click the three vertical dots and click Delete.

Edit columns in help desk

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
2. In the top right of the table, click Edit columns.
3. To add a property to your selected columns, select the checkbox.
4. To reorder a column, click and drag a property. To move it to the top-most position, hover over the property and click Move to top.
5. To remove a column, click the X to the right of the property.
6. Click Apply. 

Customize ticket cards in board view (BETA)

If you've opted into the Help Desk Board Redesign: New Card Settings beta, you can customize the properties and content displayed on ticket cards in board view. Card settings are configured per board view, so changes only apply to the current view. This allows different views to have different card layouts.

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.

2. In board view, click the settings settings icon in the upper-right corner, then select Manage card settings.
3. In the right panel, customize the ticket cards for the current view:
   • In the Property display section, choose how properties are displayed and toggle display options on or off. For example, you can choose whether to display empty properties or quick actions, such as creating a note or task.
   • In the Card contents section, add, remove, or reorder the properties displayed on the ticket card.
4. Your changes are automatically saved as a draft while you edit. A blue dot appears on the settings icon when you have unpublished changes.
5. To make your changes visible to everyone using that view, click Publish changes.