Organize Teams and Views in the Hubspot Help Desk

The Hubspot help desk makes it easier to organize support tickets, assign them to the right people, and keep your entire team aligned. By structuring teams and shared views correctly, you improve response times, visibility, and reporting across your support operations.

This guide explains how to create teams, manage ticket assignments, and customize views so your help desk becomes a centralized, efficient workspace.

How the Hubspot Help Desk Works

The help desk is a unified workspace where users can view, respond to, and organize tickets. It connects with tools such as the conversations inbox, the CRM, and automation features to streamline your support process.

Key capabilities include:

• Centralized ticket list from multiple channels
• Flexible team structures for routing work
• Shared and private views
• Filters for quick ticket segmentation

Before customizing views, set up teams in your account so you can assign tickets more strategically.

Set Up Teams for Your Hubspot Help Desk

Teams let you group users based on function, region, product line, or any structure that reflects how your support org works. In the help desk, these teams can own tickets and be used in filters and views.

Understanding Teams in Hubspot

In the settings, you can create parent and child teams. This supports complex structures, such as regional teams under a global support organization, while still enabling granular ownership of tickets.

Each user can belong to one primary team and additional secondary teams as needed. This flexibility helps when agents split their time across multiple queues.

Steps to Create and Edit Teams

To configure teams for use in the Hubspot help desk, follow these general steps in your account settings:

1. Navigate to your account settings area.
2. Open the users and teams management section.
3. Create a new team and give it a clear, descriptive name.
4. Assign users to the team based on their role or specialization.
5. Optionally nest the team under a parent team to mirror your org chart.

After creating teams, you can use them in ticket routing rules, assignment settings, and help desk views.

Assign Tickets to Users and Teams in Hubspot

Ticket assignment is central to ensuring the right person or group handles each request. In the Hubspot help desk, tickets can be assigned either to individual users or to teams.

Ticket Ownership by User

Assigning a ticket to a specific user is ideal when:

• Someone is already working with the customer.
• A specialist is required for a complex issue.
• You want clear accountability for resolution.

From the ticket record or help desk view, you can change the owner using the ticket owner property. This will reflect in all views that filter by owner.

Ticket Ownership by Team

Assigning a ticket to a team is useful when multiple agents share responsibility for a queue. In the Hubspot help desk, you might create shared team queues such as:

• Billing Support
• Technical Support
• Onboarding Team

Tickets assigned to a team can be picked up by any member. This is especially powerful when combined with views that filter by a specific team, so agents can quickly see which tickets still need attention.

Use Views to Organize the Hubspot Help Desk

Views define how tickets are grouped and displayed. In the Hubspot help desk, you can use default views or create custom views tailored to your workflow.

Default Views in the Help Desk

The help desk typically includes several standard views to help you get started, such as:

• All tickets
• Unassigned tickets
• Tickets assigned to me
• Recently updated tickets

These built-in views are useful for quick access but often need to be complemented with custom views aligned with your team structure.

Create Custom Hubspot Help Desk Views

Custom views let you filter and sort tickets based on specific criteria. To build a new view in your Hubspot help desk, you would usually:

1. Open the help desk workspace.
2. Select the option to create a new view.
3. Choose filters such as ticket status, pipeline, team, or owner.
4. Set sorting rules, for example by priority or last activity date.
5. Save the view and choose whether it’s private or shared.

For example, a support manager might create a view for high-priority tickets assigned to the Technical Support team, while an individual agent might have a private view that shows only their open tickets.

Filter Tickets Effectively in the Hubspot Help Desk

Filters are the backbone of efficient views. The Hubspot help desk allows you to combine multiple ticket properties to narrow down your list.

Common Filters to Use

Popular filter options include:

• Status: open, closed, in-progress
• Priority: high, medium, low
• Owner: specific user or team
• Channel: email, chat, form submission, etc.
• Pipeline or stage: for more advanced workflows

Combining these filters helps each Hubspot help desk view serve a clear purpose, such as escalations, SLA breaches, or onboarding issues.

Sorting and Columns in Views

In addition to filters, you can customize columns and sorting in your views. Common actions include:

• Choosing which ticket properties appear as columns.
• Reordering columns to surface the most important data.
• Sorting by create date, last activity date, or priority.

This ensures that agents see the most relevant information first, reducing time spent searching for details.

Best Practices for Hubspot Help Desk Organization

To keep your Hubspot help desk manageable as your team grows, follow these organizational tips.

Align Teams, Pipelines, and Views

Make sure your team structure, ticket pipelines, and views all mirror the same logic. For example:

• Create separate pipelines for different product lines or customer tiers.
• Assign tickets in each pipeline to the relevant team.
• Build views that match how each team works day to day.

This alignment reduces confusion and improves visibility for managers and agents.

Standardize Naming Conventions

Use clear, consistent names for teams and views so anyone in your account can understand what they’re for. Examples include:

• “Support – Tier 1” and “Support – Tier 2” for teams.
• “Tier 1 – High Priority Open” for views.
• “Billing – Unassigned Tickets” for queues that need triage.

Consistent naming is especially important when sharing views across multiple regions or business units.

Review and Clean Up Views Regularly

Over time, you may accumulate many custom views. Periodically review the list and remove or update views that are no longer used. This keeps your Hubspot help desk interface clean and prevents agents from getting lost among outdated options.

Where to Learn More About Hubspot Help Desk Features

For detailed, step-by-step instructions directly from the platform documentation, refer to the official guide on organizing teams and views in the help desk: Hubspot help desk documentation.

If you’re looking for strategic guidance on implementing support workflows, automation, and CRM alignment around your help desk setup, you can also explore consulting resources such as Consultevo.

By thoughtfully structuring teams, using targeted assignments, and building clear views, your Hubspot help desk can evolve into a powerful, scalable system for managing customer support across your entire organization.

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