Use help desk spaces (BETA)

Spaces are dedicated, team-based areas that streamline ticket management, reduce clutter, and promote focus for your support teams. In help desk, you can create spaces and customize views within them. These spaces dynamically organize tickets based on automatic or manual ticket assignment. Only tickets assigned to the main team members within a space will be visible, ensuring agents focus on relevant tasks. 

Before you get started

• You must be assigned a Service Hub seat to use help desk spaces.
• Only users with Super Admin permissions can create, edit or delete help desk spaces.
• Spaces display tickets assigned to main team members within selected HubSpot teams. To ensure tickets appear in spaces, learn how to group users into HubSpot teams and set up routing in help desk.

Create spaces in help desk 

Please note: you can create up to 50 spaces in help desk. 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar, navigate to Inbox & Help Desk. Then, select Help Desk. 
• In the Help desk customization section, click the Spaces card. 
• Click Create space.

• On the Overview page, enter your space name and description. 

• Select an avatar color and icon for your space. 

• Click Next: Teams. 
• On the Teams page, click the Teams dropdown menu and select a team. If a ticket is assigned to the selected team, it will appear in the help desk space. Only teams with main members who have a Service Hub seat can be selected. 
  
  
• Click Done.

View spaces in help desk 

• In your HubSpot account, navigate to Service > Help Desk.
• Once you create a space, it will appear on the left panel of help desk. The default views Open, Unassigned and Closed will be added to the space automatically.
• To create and add additional views, click the add pluadadadd icon next to the More section.
   
   
  
  • 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 members in the account. 
  • Click Next.
  • Select and configure any ticket properties you'd like to filter on.
  • When you're done customizing your view, click Create view.

Manage and edit spaces

You can keep spaces aligned with support team needs by regularly monitoring, updating, and removing them.

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar, navigate to Inbox & Help Desk. Then, select Help Desk. 
• In the Help desk customization section, click Spaces. 
• To edit a channel, hover over it and click Edit. 

• Use the text fields to edit the Space name and Description.
• Select an avatar color and icon.
• Click the Teams dropdown menu to select or remove teams from the space.
• Click Save.

Delete spaces

When you delete a space, the custom views created in that space will also be deleted, but tickets will not be deleted. 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar, navigate to Inbox & Help Desk. Then, select Help Desk. 
• In the Help desk customization section, click Spaces. 
• Hover over the Space and click Delete. 
• In the dialog box, click Delete.