topic Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025 in Ask Me Anything and Panel Discussions

[CLOSED] Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

CJuliano — Mon, 10 Nov 2025 15:09:04 GMT

Thanks so much for all your questions this week! It's been great connecting with you all and hearing what's on your mind as you think through this transition.

If you're ready to start planning your move to Help Desk, we've put together a step-by-step migration guide that walks you through what to do before, during, and after your migration. It covers everything from preparing your team to mapping your channels to reporting on metrics.

Grab the migration guide here

👀 Keep an eye out for our next AMA on AI and Automation in Help Desk—we'll be diving into how to make the most of these features once you're up and running.

Happy migrating!

Help Desk Chapter 1: Why and How to Migrate to HubSpot's Help Desk Workspace

AMA CLOSED

Help Desk Chapter 2: AI and Automation

AMA November 17-21

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Are you currently using HubSpot's Conversations Inbox? It's time to talk about the Help Desk Workspace—and why making the move could transform how your support and customer success team works.

What This AMA Is About

We know switching tools—even between HubSpot products—is a big decision.
During the week of October 27-31, our Help Desk team is here to answer your questions about migrating from Conversations Inbox to Help Desk and help you understand what this migration could mean for your team.

Meet Your Expert Panel

We've assembled a team that knows both products inside and out—from building Help Desk to helping customers make the transition:

Caitlin Juliano - Product Marketer
Abiola Owolewa - Product Manager
Jenn De Mello - Manager, Product Lead
Rose Sail - Manager, Product Management

Example Questions to Get You Started

Not sure what to ask? Here are some questions we'd love to answer:
What features does Help Desk have that Conversations Inbox doesn't?
We're managing fine with Conversations Inbox. How do I know when it's time to upgrade?
What happens to our existing conversations and ticket history during migration
Will my team need to relearn everything, or does Help Desk feel familiar?
Are there reporting or automation capabilities in Help Desk that would help us work more efficiently?

How This AMA Works

Post your questions as comments anytime between now and October 31. Our team will check in regularly throughout October 27-31 to provide answers. We'll make sure every question gets a thoughtful answer by the end of the week.

No question is too specific. Whether you're exploring the differences between products, worried about migration complexity, or need to understand how Help Desk would work for your unique setup, we're here to give you personalized guidance.

Drop your questions in the comments below. 👇

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

ABirkhead — Wed, 15 Oct 2025 15:54:32 GMT

Hello! I have a few questions about Help Desk:
1. Is there a plan for HubSpot to fully migrate and eventually sunset Conversations Inbox? If so, should we prioritize making the move in the near future or is there a date planned for this?

2. In this graphic under core capabilities, it says a Service Hub Seat is required to access advanced Help Desk features. Could you clarify which features would be unavailable to users without a Service Hub seat?

3. Will our team need to relearn everything, or does Help Desk maintain a similar feel and workflow to Conversations Inbox?

4. Can we migrate specific inboxes while keeping others in Conversations Inbox? I saw that once migrated, there’s no way to reverse it, just want to confirm if partial migration is possible.

5. What automation capabilities are available in Help Desk that aren’t included in Conversations Inbox?

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

VSmith31 — Mon, 20 Oct 2025 18:28:40 GMT

Hi! We currently use the conversations inbox to communicate with our customers. Our concern regarding the Help Desk is that a ticket will be created for each conversation. What are HubSpot's plans to support users who don't want a ticket created for every email? Often times the communication we get in our conversations inbox can be informative and not necessarily requiring a ticket/action.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

FPalmisano — Tue, 21 Oct 2025 11:27:11 GMT

Hi! A few questions here:

- Can users set their Help Desk default view?

- We have a team signature set, but sometimes we would like to reply to a ticket without including it. Is it possible to remove the team signature from certain replies?

- Is it possible to customize the cards and properties to display? The "old" ticket interface had slightly more flexibility.

- How can a team manager monitor and update the team availability status without going through the settings? The inbox had it straight at the bottom left corner, after clicking on "You're away).

- How can we move to SPAM a ticket from table/board view without accessing the ticket itself? Or how can this be done in bulk for multiple tickets?

- The AI customer agent provides recommended replies in the wrong language, different from the one one used in the email thread. Is there any way to adjust this? (we've already checked profile and browser settings)

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

LiraG — Wed, 22 Oct 2025 08:24:48 GMT

Hello,

Love the option to ask our question regarding Help Desk - Thanks for this opportunity!

1. Is it on the roadmap, that there can be multiple conversations clearly separated within one ticket? Our whole Service Process includes communicating with our Customers and Suppliers from the same ticket and requires that the emails stay completely separated. This is the biggest reason we are currently not using Inbox or HelpDesk view but are working only in the ticket list view.

2. Is it possible to color code types of activities (calls to customers, calls to suppliers, emails to customers, emails to suppliers, internal notes)?

3. Can calls be manually logged into Help Desk Tickets and seen in the conversation history as well?

Thank you!

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

Bell1jl76 — Thu, 23 Oct 2025 18:55:06 GMT

We use Inbox currently as an alternative to a shared Outlook inbox. We used tickets as job orders, completely independt of the conversations inbox. Will this change force us to create tickets from emails. That will literally require us to rebuild a TON of workflows and processes while getting zero value... I could argue it would be negative value.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

CUrsu1 — Thu, 23 Oct 2025 22:01:08 GMT

Having migrated several clients from other systems to Hubspot Helpdesk, I wish we can hide the Conversation inbox if the Helpdesk is in use. It is confusing for users. Same for Tickets or other random apps that are not in use in the portal (Commerce hub, subscriptions, payments, etc).

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

CUrsu1 — Thu, 23 Oct 2025 22:14:40 GMT

Hi there,

- views are customizable, there are 3 work modes and you can have saved views based on ticket stages or other combinations (ex. Bot - open, Mike- Pending, etc)
-Interface is customizable - you can organize in different sections and add properties as needed

- avalilability management is 2 clicks away - Under ... top left corner ->Help desk settings-> User availability
- had the same experience with Customer agent responding in a different language based on the person's name. I wish there were some additonal guardrails that we can add

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

CJuliano — Mon, 27 Oct 2025 13:45:23 GMT

Thanks for this insteresting question @CUrsu1! It’s not something we have on the roadmap, but this has gotten us all interested and we’re looking into it.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

smerrow — Mon, 27 Oct 2025 13:47:15 GMT

Hi- thanks for these questions!

There are no plans currently to sunset the conversations inbox, as many customers still find it to be a valuable tool for non-support use cases, like inbound sales inquiries. While support teams can continue to use Inbox for the time being, we strongly suggest migrating to the help desk workspace, as this is where we’re investing in delivering the latest and greatest functionality—like AI-generated reply recommendations, more advanced views, and macros (coming soon!).
Non-seated users can view, edit, and respond to tickets from the help desk. A seat is required for most advanced capabilities, like SLAs, custom views, and reply recommendations. You can find a more in-depth feature breakdown here: https://www.hubspot.com/pricing/service/enterprise?currencyCode=USD
Teams are able to use the help desk in much the same way as inbox! We support a very similar inbox-style layout, as well as additional layouts (like a list view and board view). The primary difference is that in help desk everything is a ticket, so your team no longer has to spend time navigating a complex relationship between conversations and tickets (like attempting to keep owners synced).
You can migrate on a channel-by-channel basis. So yes, you could start by only migrating your channels from one inbox.
Quite a bit! Here’s some info on a few big highlights:

More advanced SLAs: https://knowledge.hubspot.com/help-desk/set-sla-goals-in-help-desk
Skill-based routing: https://knowledge.hubspot.com/help-desk/route-tickets-in-help-desk-based-on-agent-skills-in-your-account
Reply recommendations (powered by Customer Agent): https://knowledge.hubspot.com/help-desk/use-reply-recommendations-in-help-desk?hubs_content=knowledge.hubspot.com/help-desk/overview-of-the-help-desk-workspace&hubs_content-cta=use-reply-recommendations-in-help-desk
Snooze and Macros: Currently in Private Beta!
Workflows: As a first-class HubSpot object, Tickets can more easily be used in custom automations set up via workflows.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

CJuliano — Mon, 27 Oct 2025 13:55:49 GMT

Thank you for answering some of these questions @CUrsu1 ! We love to hear how people use the tool differently.

For the Customer Agent responding in a different language. Would you be willing to send me some examples of this happening for us to look into? Email me at cjuliano@hubspot.com with Help Desk AMA in the subject!

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

smerrow — Mon, 27 Oct 2025 13:49:16 GMT

Great question! If you’re primarily using the inbox for support, we’d still recommend moving to the help desk and having everything created as a ticket. Tickets are just as easy to “close” as conversations—so, if you have an interaction with a customer that’s more informative and doesn’t require follow up, there aren’t many downsides to capturing that in a ticket (it won’t add extra steps for your support team). There are upsides though—tickets are much more powerful in workflows and reporting, so if for example you wanted to track how many “information request” tickets your team is handling, you could use a workflow to apply a tag to those tickets, and build reports around that subset.

If your use case isn’t support-oriented, we’d recommend keeping those conversations in inbox, and only migrating your support-specific channels to the help desk.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

smerrow — Mon, 27 Oct 2025 13:50:47 GMT

Hi @LiraG, thanks for the questions:

Great news—this is on our roadmap and something we are hoping to work on in the next couple of months. We are updating the way we display multiple conversations on a single ticket in the help desk. As a part of these changes, we’ll be adding an option for users to start additional conversations on an existing ticket directly within the Help Desk.
Currently, this isn’t possible to configure in the help desk. Appreciate the feedback, though!
Calls cannot be manually logged from the help desk. Instead, we recommend connecting your number as a channel to the help desk, so you can receive incoming calls and place outgoing calls in a streamlined, integrated way. You can also use notes to log call information.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

smerrow — Mon, 27 Oct 2025 13:52:21 GMT

Hi @Bell1jl76, great question.
Conversations inbox is not being sunset and you are not required to migrate to the Help Desk. If the way you have it set up works for you, that’s great! We recommend migration to the Help Desk for robust support teams to have access to the newest tools and AI features.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

Aowolewa — Mon, 27 Oct 2025 14:03:58 GMT

Hi! Thank you for the questions.

You can currently set the default view at the portal level. It’s called “Set as homepage” in Views Customization. Right now, it’s not possible to set the view at a user or team level, but this is on our radar!
It is not currently possible to remove a team signature from individual replies.
Can you clarify which part of the UI you’re referring to here? If it’s the right sidebar, then yes—this should be fully customizable, very similar to what we support on the Ticket Record page.
Right now, you can open the Availability Management page in a separate tab and then refresh the page when you want to check availability status. In an effort to minimize clutter, we won’t be adding the direct link in the Help Desk.
There is currently no way to mark tickets as spam in bulk. If you want to mark a ticket as spam from the board/table layout, you can open the ticket preview, then click the actions dropdown in the top right hand corner of the preview panel- “mark as spam” is an option in that dropdown.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

LiraG — Mon, 27 Oct 2025 14:08:10 GMT

Hi @smerrow ,

thank you for your answers - looking forward to the option for multiple conversations! If you need further customer insights on this, feel free to reach out 🙂

about 3. - we have integrated Cloudtalk with our Hubspot - would you still recommend to connect it as an incoming email address? We would need to see ALL communication within a ticket at one glance - calls, emails, notes, emails to supplier etc. to effectively keep track and our customers informed.

Thanks!

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

Coopr — Mon, 27 Oct 2025 20:44:40 GMT

Associations are a huge pain for us in Help Desk.

What we want is for each Ticket to be automatically associated with the correct Contacts, Deal, and Custom Object - and for each email reply to a Ticket to retain those associations.

What we have is that we are constantly having to do manual association, we have to use third-party add-ons and unreliable workflows to do automatic association, sometimes the emails on Tickets fail to associate with the things the Ticket is associated with, etc.

Are there any plans to improve the automation and reliability of associations for Tickets and related emails?

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

FPalmisano — Tue, 28 Oct 2025 08:01:21 GMT

@Aowolewa Thank you for the clear answers!

Follow up questions on two of my points:

2- Can we then set individual email signatures on user level? Or include more personalization tokens to the team signature, on top of Agent First-Last name only? Or is this only possible through the workaround of using snippets?

5- Is this somehow in the updates radar yet? In the split view it allows to select multiple tickets, but then the action - mark as spam will only apply to the one that is currently open. This is really critical as we might want to move 5+ tickets at once, and each time it requires to -open the preview -click on the button -check the box - confirm.

Still on this topic - can we set up workflow actions to move tickets to spam according to specific criteria, for example an associated contact property?

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

FPalmisano — Tue, 28 Oct 2025 08:07:15 GMT

We migrated to Help Desk and moved all conversations, but noticed that about 3,000 conversations were not transferred. These conversations were generated from a channel that was deleted from the inbox earlier this year.

We already tried reconnecting the same channel account and processing the migration again, but HubSpot did not move those conversations since they weren't linked to the "new" channel.

I see that it's possible to push these tickets to Help Desk individually. Is there a better way or a workaround to process them in bulk? We want to delete the conversation inbox and have teams work only in Help Desk, without missing any future email replies to the tickets that were left behind.

Re: Help Desk Migration AMA: Ask Us Anything | October 27-31, 2025

Dace — Tue, 28 Oct 2025 10:22:56 GMT

We use Help Desk already for several months, but still I find it more convinient to view and reply from Ticket view not from Help Desk view.

Several issues we face:

1. Copy info out of ticket subject line not possible because it is link. Our customers usually send order number in the subject line and we must copy it from there.

2. Personalize the side bar for the whole team. Not that I have to ask each agent to add new infos for their view.

3. Associated tickets with the contact are missing. Might show 0 althought there have been other tickets.

4. Customer Agent AI replies are never useful or missing at all. We need an option to write prompts and train him. Uploading files and using up to date KB articles does not help. We need also to set up our style of writing.