The workforce management page gives managers a centralized location to view, monitor, and adjust their team's availability.
Managers can use workforce management to identify coverage gaps, plan ahead, maintain SLA alignment, and adjust team availability without leaving the help desk.
Before you get started
An assigned Service Seat is required to access the workforce management page in help desk.
Permissions required
Workforce Management permissions are required to edit other users’ availability and management settings. Users with an assigned Service Seat but without Workforce Management permissions can edit only their own settings.
Manage your team's availability
- 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.
- In the left sidebar menu, click Workforce management.
- In the Team Availability section, locate the user whose availability you want to update.
- To edit a user’s ticket capacity limits, working hours, or out-of-office hours:
- Next to the user, click Manage.
- In the right panel, click Edit next to the setting you want to update. Learn more about how to:
View your team's coverage
In the Working hours section, visualize your team’s working hours across days and time zones. Use this view to identify coverage gaps, plan staffing for high-volume periods, and manage distributed teams more effectively.
To view coverage by day or week, in the top left, click the dropdown menu, then select Day or Week.
Help Desk
Service Hub
Professional, Enterprise
Seats required
