Customize HubSpot Help Desk Views in the Left Sidebar

In HubSpot, you can customize the views that appear in the left sidebar of the help desk so support agents can quickly find the tickets and conversations that matter most. By configuring these views, you reduce clutter, highlight priority work, and build a more efficient support workflow for your entire team.

This guide walks you through how to add, pin, reorder, and manage views in the help desk sidebar, following the current behavior of the tool.

Where HubSpot Help Desk Views Appear

The help desk shows a left sidebar with views that act like smart folders for tickets and conversations. These views are available whenever you open the help desk workspace in your account.

Each view groups records based on specific conditions, such as ticket status, pipeline, or ownership. You can see:

• Default system views created by the platform
• Custom views you configure for your team
• Pinned views that stay at the top for faster access

Only views that match the criteria you set will appear for the agents who use them, respecting user permissions in your account.

Default Views in the HubSpot Help Desk Sidebar

When you first open the help desk, HubSpot provides default views so teams can start working right away. These system views typically include:

• All tickets – a broad list of tickets your user can access
• Assigned to me – tickets where you are the owner or assigned agent
• Unassigned – tickets that need an owner
• Recently updated – tickets with recent activity, such as replies or status changes

The exact set of default views may vary depending on product updates, but you can generally expect a mix that covers common support workflows.

Create and Customize Views in HubSpot Help Desk

You can customize your experience by creating new views or editing existing ones so that the sidebar reflects how your team actually works.

Steps to Create a New Help Desk View in HubSpot

1. Go to your help desk workspace from the main navigation.
2. In the left sidebar, look for an option such as Add view or a plus icon.
3. Click to start creating a new view.
4. Give the view a clear name that reflects its purpose, for example High priority open tickets.
5. Configure your filter criteria, such as:
   • Ticket status (e.g., Open, Waiting on contact)
   • Ticket pipeline and stage
   • Ticket owner
   • Priority or SLA-related properties
6. Choose whether the view should be private, shared with specific users and teams, or visible to everyone.
7. Save the view so it appears in the left sidebar list.

Once saved, the view will automatically pull in tickets that meet the filters you set.

Edit Existing HubSpot Help Desk Views

You can update the rules or visibility of a view any time.

1. Open the help desk and hover over the view you want to adjust.
2. Click the options menu (often represented by three dots).
3. Select an action such as Edit filters or Edit view.
4. Adjust the filters, name, or sharing settings as needed.
5. Save your changes to apply the updated configuration.

Edits to shared views will affect all users who rely on that view, so coordinate with your team before changing views that are widely used.

Pin and Reorder HubSpot Help Desk Views

To make your most important work more visible, you can pin and reorder views so they are easier to access throughout your day.

How to Pin Views in the HubSpot Help Desk Sidebar

1. Open the help desk workspace.
2. In the left sidebar, find the view you want to pin.
3. Hover over the view and click the pin icon, or open the options menu and choose Pin.
4. The pinned view will move into a dedicated Pinned section at the top of the sidebar.

Pinned views stay visible even if you have many other views configured. This is especially useful for managers who watch SLAs or specific queues.

Reorder Your HubSpot Help Desk Views

You can organize views so that the most frequently used appear higher in the list.

1. In the sidebar, hover over the view you want to move.
2. Click and hold the drag handle (usually shown as a grip or dots on the left side of the view name).
3. Drag the view to the desired position within its section, such as under Pinned or within All views.
4. Release to drop it into place.

The new order is saved for your user, helping you create a personalized workflow without affecting other users’ layouts.

Manage Shared HubSpot Help Desk Views

Views can be shared with other users to keep your team aligned on priorities and coverage. When you configure or edit a view, pay attention to its visibility options.

Control Who Sees a Shared View

Depending on your permissions and subscription, you can choose from options such as:

• Private – visible only to you.
• Shared with specific users and teams – only selected people see and use the view.
• Shared with everyone – all users with access to the help desk can open the view.

Use private views for personal workflows, and shared views for reporting queues, escalation lists, or queues overseen by multiple agents.

Remove or Hide Unneeded Views

As processes change, you might retire or hide views that are no longer helpful.

1. In the left sidebar, hover over the view you want to remove or hide.
2. Open the options menu.
3. Select an option such as Delete or Hide from sidebar, depending on what the interface provides.
4. Confirm the action if prompted.

Deleting a shared view can impact other team members, so consider changing its visibility instead of fully deleting it if you are unsure.

Best Practices for Organizing HubSpot Help Desk Views

Thoughtful organization of your views helps agents stay focused and avoid missing urgent tickets.

• Limit the total number of active views so users are not overwhelmed.
• Use clear, descriptive names such as Today’s priority tickets or Escalations waiting on engineering.
• Pin only your top three to five views to keep the pinned section manageable.
• Align views with your ticket pipelines so each pipeline has a small set of dedicated views.
• Review and clean up views regularly as processes, SLAs, or team responsibilities change.

These practices make it easier for new agents to understand your queues and for managers to monitor progress.

Learn More About HubSpot Help Desk Configuration

For the most accurate and up-to-date instructions, always consult the official documentation. You can review the original knowledge base article on customizing views in the left sidebar of the help desk directly on the platform’s site: Customize views in the left sidebar of help desk.

If you need strategic guidance on structuring support processes, integrating your workspaces, or improving your overall service operations, you can also explore expert consulting resources such as Consultevo.

By taking the time to configure and maintain your help desk views, you ensure that every support agent can quickly see what needs attention, respond to customers faster, and keep your ticket queues under control.

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