topic Customise default views in Help Desk in Tickets & Conversations

Customise default views in Help Desk

ebrr22 — Wed, 24 Jul 2024 22:52:59 GMT

Is there any way to move or remove the default views in Help Desk?

We only have one team which doesn't use most of these as we work with numerous Open-type statuses, so having All Open or My Team's Open/Unassigned just takes up space and doesn't allow us to see all our Shared views underneath.

I imagine a lot of other support departments would benefit from more control over the views they can set up here.

Re: Customise default views in Help Desk

Gaurav_Aggarwal — Thu, 25 Jul 2024 08:46:46 GMT

Hey @ebrr22

Here are the steps you need to follow to manage default views in Helpdesk feature: https://knowledge.hubspot.com/help-desk/organize-teams-and-views-in-help-desk

To customize the right sidebar of the helpdesk follow this article here: https://knowledge.hubspot.com/help-desk/customize-the-right-sidebar-of-help-desk

Re: Customise default views in Help Desk

ebrr22 — Thu, 25 Jul 2024 22:10:43 GMT

Hi Gaurav, this doesn't tell me how to remove or reorder the default views, just how to add custom ones at the bottom which I have already done.

Is changing default views possible?

Re: Customise default views in Help Desk

Gaurav_Aggarwal — Fri, 26 Jul 2024 09:52:16 GMT

Hey @ebrr22

Here are the steps you need to follow: https://knowledge.hubspot.com/help-desk/customize-the-right-sidebar-of-help-desk

Re: Customise default views in Help Desk

ebrr22 — Sun, 28 Jul 2024 22:20:07 GMT

Hi Gaurav, I think I'm not explaining my problem clearly. I need to move or remove the default ticket views on the left sidebar - Unassigned, Assigned To Me, My Team's Unassigned, My Team's Open, All Open, My Mentions, and All Closed (in the red box in the picture below).

These are the views that filter the list of tickets, not the view of information cards on the right sidebar when you are previewing or viewing a ticket.

Are these possible to edit?

Re: Customise default views in Help Desk

NikHall1 — Wed, 19 Mar 2025 22:45:46 GMT

Hey ebrr22,

If you have a Service Pro/Enterprise (or Partner Admin) seat, you should be able to drag and drop the views from the top section into the more/less collapsable section.
I don't beleive you can permenantly hide/delete the pre-set views though - only pop them in the collapsable section so they're out of mind/sight.

Hope that helps!