How to Set Up Your Workspace | HubSpot Help Desk

1. Navigate to Help Desk & Verify Default Views

Focus: Confirm your left sidebar displays the two core working views.

• Navigate to the Help Desk icon in the left sidebar.
• Verify the following views are pinned and visible:
  • Hello @ Inbox — displays New tickets only.
  • Hello emails in progress — displays In Progress tickets only.
• If either view is missing, ask your manager to share the view or clone it from the shared folder.

Outcome: You can see both views in your left sidebar, ready to work.

2. Change Your Layout to "Split View"

Focus: Handle multiple tickets without losing context.

• In the top-right corner of the Help Desk, locate the Layout settings button (grid icon).
• Select Split (the middle option).
  • Table = single-ticket view (not recommended).
  • Split = ticket list (left) + ticket detail (right) side-by-side.
• Confirm your screen now shows the ticket list on the left and the conversation/details on the right.

Outcome: Your workspace is now in Split view; you can scan the queue and open tickets without losing your place.

3. Set Your Default View to "Hello @ Inbox"

Focus: This is your primary starting point for every shift.

• Click Hello @ Inbox in the left sidebar.
• This view is your primary triage queue where all unassigned and new incoming mail arrives.

Outcome: Your default working view is set to the incoming "New" queue.

4. Sort Your Queue: Oldest First

Focus: Ensure you are always addressing the longest-waiting customer first.

• In the Hello @ Inbox view, look for the sort icon (three horizontal lines with arrows) in the ticket list header.
• Select Oldest first (oldest timestamp at the top).
• Note: You must also apply this sorting to the Hello emails in progress view.

Outcome: Your queue is prioritized by age; the oldest unresolved tickets remain at the top of your list.

5. Verify Right-Rail Visibility (Details Tab)

Focus: Ensure key ticket fields are visible for fast triage.

• In the right panel, confirm the Details tab is selected (default).
• You should see:
  • Ticket owner (assign here or leave as "No owner").
  • Pipeline (should show Hello Email).
  • Ticket status (New / In Progress / Waiting on customer / Closed).
  • About this ticket section (ticket description, contact info).

Outcome: All critical ticket metadata is visible; you can triage without opening the full ticket.

6. Views (Hello @ Inbox → Hello emails in progress)

Focus: Understand the automated movement of tickets.

• Automatic Routing: You do not manually move tickets between these folders.
• When you change a ticket's Status from New to In Progress, HubSpot automatically removes it from the Hello @ Inbox view and places it into the Hello emails in progress view.
• Monitoring: It is important to monitor and keep track of In Progress tickets to ensure resolution and ensure tickets are not left.

Outcome: Your "Inbox" stays clear for new arrivals while your "In Progress" folder tracks your active workload.

Key Principles / Things to Note

• Split View is Standard: Always use Split view for email support. Table view is too slow for high-volume triage.
• Oldest First, Always: Backlog prioritization prevents customer frustration. Never cherry-pick new tickets.
• Pipeline Lock: The Hello Email pipeline is fixed for this workspace. Do not change it.
• View Consistency: Ensure both your "Inbox" and "In Progress" views are sorted by Oldest First to maintain a consistent workflow.