How to set up your help desk in HubSpot Service Hub

Getting your help desk up and running in HubSpot Service Hub is one of the most important steps in delivering fast, consistent support to your customers. Whether you’re handling tickets through email, chat, or forms, setting up a central place for your customer support team to manage conversations will keep everything organised and running smoothly.

What Is the Help Desk in HubSpot?

HubSpot’s Help Desk is powered by the Conversations Inbox and Ticketing System. It brings all your customer interactions—from email, live chat, forms, and even Facebook Messenger—into a single view. You can respond to messages, create support tickets, and assign them to the right team members, all in one place.

1) Set Up Your Conversations Inbox

To begin, you’ll want to create a Conversations Inbox where all incoming messages are routed.

Go to Settings > Inbox > Inboxes
Click “Connect an inbox”
Choose the type of inbox you want to connect—usually this will be your support@ or help@ email address
Follow the steps to connect your team’s email
Give your inbox a name and assign team members who will monitor and reply

💡 Pro Tip: If you offer live chat or a contact form, these can also be routed to this same inbox to centralise communication.

2) Set Up Your Ticket Pipeline

Tickets are the backbone of your Help Desk. They allow you to track, prioritise, and resolve customer issues efficiently

Go to Service > Tickets
Click “Board Actions” > “Edit Stages” to customise your ticket stages
Common stages include: New, In Progress, Waiting on Customer, Closed
Set up custom properties if you need to track additional information like issue type, priority level, or time to resolution

💡 Pro Tip : Keep your pipeline stages simple to start with—only add new stages when you’re confident they’ll be used consistently by the team.

3) Automate Ticket Creation

Automation helps you reduce manual effort and ensure nothing slips through the cracks.

Set up a workflow that creates a ticket automatically when an email comes into the inbox.
Use forms on your website to trigger new tickets.
Route tickets based on category or priority to the right team or individual.

💡 Pro Tip : Use the “Assign To” workflow action to make sure no ticket sits unassigned for too long.

4) Customise Ticket Views for Efficiency

Ticket Views help your team see the tickets that matter most.

Filter tickets by owner, status, or priority
Save common filters as shared views so the whole team can access them
Pin your most-used views for quick access

Example views could include:

My Open Tickets
Tickets Waiting for Customer Reply
High Priority Tickets

5) Set Up SLAs (Service Level Agreements)

If your team operates with SLAs, you can set up working hours and time-to-first-response goals.

Go to Settings > Tools > Tickets > SLA
Define business hours and holiday exclusions
Set time targets for first response and resolution

This helps track performance and ensure customers get timely support.

Final Thoughts

Setting up your Help Desk in HubSpot Service Hub doesn’t need to be complicated. With your inbox connected, tickets configured, and automation in place, you’re giving your support team everything they need to respond faster, stay organised, and deliver a great customer experience.