Overview of service management in HubSpot

In HubSpot, customer service is predominantly managed in three locations:

• Help Desk - the Help Desk gives a complete overview of current service tickets.
• Ticket pipeline - the ticket pipeline provides visual oversight of where tickets are at.
• Inbox - the inbox provides a space where specific incoming enquiries that don’t require a ticket are responded to.

Help Desk

In your HubSpot account, navigate to Service and click Help Desk:

Here you can see an overview of all tickets in the following buckets:

• Unassigned - tickets that have not yet been assigned to an ‘owner’, meaning they are not currently being managed.
• Assigned to me - tickets assigned specifically to you.
• My team’s unassigned - your team’s unassigned tickets.
• My team’s open - your team’s open tickets.
• All open - all open tickets.
• My mentions - any tickets you have been @mentioned on by someone else
• All closed - all closed tickets.

You can also organise your tickets by using filters and editing columns.