Customize the Help Desk Sidebar in Hubspot
The Hubspot help desk right sidebar can be tailored to display exactly the CRM and ticket data your agents need at a glance. By configuring sidebar sections, properties, and related records, you improve productivity, reduce clicks, and give your support team instant context while working on conversations and tickets.
This guide walks you through how to customize the right sidebar of help desk records so you can design a focused workspace that supports your service processes.
Overview of Hubspot Help Desk Sidebar Layout
In the help desk workspace, Hubspot displays a right sidebar next to each ticket or conversation. This sidebar is organized into sections that show key CRM and ticket information pulled directly from your database.
Typical sidebar content includes:
- Ticket properties such as status, priority, and pipeline
- Associated contacts, companies, and deals
- Custom CRM record data relevant to your support team
- Other CRM objects your account uses
You can decide which sections appear, what they contain, and how they are ordered to match your team’s workflow.
Accessing Sidebar Settings in Hubspot
To begin customizing the help desk sidebar, you must open the configuration area where record sidebars are managed.
- Sign in to your Hubspot account with appropriate permissions.
- Navigate to Settings from the main navigation.
- Go to the Objects or service-related configuration section, depending on your account layout.
- Locate the help desk or ticket object settings, where record customization options are listed.
From here, you can open the editor used to configure the right sidebar on help desk records.
Key Concepts for Hubspot Help Desk Sidebar
Before editing, it helps to understand how the sidebar is structured inside Hubspot.
Sections in the Hubspot Help Desk Sidebar
The sidebar is made of stacked sections. Each section focuses on a specific type of data, for example:
- Ticket properties – individual fields the agent can view or edit
- Associated records – contacts, companies, deals, or custom objects
- Activity or related data – information that provides additional context
You can add, remove, and reorder these sections to match the information hierarchy your team prefers.
Properties and Associated Records in Hubspot
Within each section, you select which properties or associated record types appear. Hubspot lets you choose from existing CRM fields such as:
- Ticket status, priority, and owner
- Pipeline and stage
- Contact lifecycle stage and email address
- Company name and domain
You can also include custom properties that your organization created for more specific processes.
Step-by-Step: Customize the Hubspot Help Desk Sidebar
Use the following steps to customize the right sidebar of help desk records.
1. Open the Editor for the Hubspot Ticket Sidebar
- In settings, select the ticket or help desk object.
- Locate the area labeled Record customization or equivalent.
- Click to edit the Right sidebar layout for help desk records.
The editor shows a preview of the current sidebar and a list of available sections and properties.
2. Add or Remove Sidebar Sections
In the editor, you control which sections appear:
- Use an Add section button or similar control to insert a new section.
- Choose the section type, such as properties, associations, or custom modules.
- To remove a section, select it and click the delete or remove icon.
Reorder sections by dragging them up or down the sidebar preview until they match your desired layout.
3. Choose Ticket Properties to Display
Within a properties section, configure the exact fields that agents see:
- Select the properties section you want to edit.
- Use the property picker to search for and add fields like status or priority.
- Remove irrelevant properties to declutter the workspace.
- Drag properties to change their order, placing the most important fields at the top.
This ensures agents see the most critical ticket details at a glance.
4. Configure Associated Records in Hubspot
Next, configure how associations appear in the help desk sidebar:
- Select an associations section, or add one if it does not exist.
- Choose which record types should appear, such as contacts, companies, or deals.
- Decide whether agents can add or remove associated records directly from the sidebar.
- Arrange association blocks in a logical order, for example contact first, then company, then deal.
Relevant associations give your team immediate context for every support conversation.
5. Save and Apply the Hubspot Sidebar Layout
When your changes are complete:
- Click Save or Publish in the sidebar editor.
- Confirm whether the layout should apply to all users or specific teams, depending on your service configuration.
- Open a help desk ticket or conversation to verify that the new sidebar layout appears as expected.
If needed, return to the editor and adjust sections or properties based on user feedback.
Best Practices for a Clean Hubspot Help Desk Sidebar
To keep the right sidebar efficient and easy to use, follow these recommendations.
Prioritize Essential Ticket Information
Place only the most important ticket properties at the top of the sidebar, such as:
- Ticket status and priority
- Owner and pipeline
- Service-level or due dates
Less frequently used fields can be lower in the list or removed entirely from the default view.
Show Only Relevant Associations in Hubspot
Limit associations to records that truly help agents resolve tickets, for example:
- The main contact responsible for the request
- The company that owns the subscription or contract
- Deals related to the issue, if your process ties revenue to support cases
Too many associations can overwhelm users and slow down the support flow.
Align Sidebar Layout with Team Processes
Review how different teams use help desk tickets in Hubspot and design the sidebar around real workflows. You might:
- Create layouts that highlight billing details for finance-related support teams.
- Emphasize technical environment properties for engineering support teams.
- Include renewal or upgrade information for customer success teams.
Periodic reviews ensure the sidebar continues to serve current business needs.
Learning More About Hubspot Help Desk Configuration
For full technical details on customizing the help desk right sidebar, you can read the official documentation directly on the Hubspot knowledge base at this help desk sidebar article. It includes the latest interface labels, screenshots, and requirements.
If you need broader strategy support for implementing and optimizing your service workspace, you can also work with specialists who understand CRM, support operations, and automation. One option is to explore consulting resources such as Consultevo, which focuses on CRM and marketing technology guidance.
Final Thoughts on Hubspot Help Desk Sidebar Setup
Configuring the right sidebar in the help desk workspace is a practical way to streamline support operations in Hubspot. By selecting the most relevant sections, properties, and associations, you remove clutter and help agents focus on the details that matter most during each interaction.
Review your layout regularly, gather feedback from support teams, and adjust the configuration so that the sidebar always reflects your evolving processes and priorities.
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