topic Re: Moving a channel from Help Desk back to conversation inbox in Tickets & Conversations

Moving a channel from Help Desk back to conversation inbox

Dogtag89 — Thu, 05 Sep 2024 09:17:42 GMT

Hi,

I am about to migrate one of our shared email channels over to the Help Desk, but I was wondering if it was possible to migrate back to the Conversations inbox. The team is just getting used to the Conversations inbox, and I hope a move to the Help Desk is not going to overwhelm them and make them want to switch back. So, I wanted to understand if it is even possible.

Re: Moving a channel from Help Desk back to conversation inbox

KhushbooP11 — Thu, 05 Sep 2024 18:06:20 GMT

Hi @Dogtag89.,

Yes, you can move a shared email channel from the Help Desk back to the Conversations inbox in HubSpot. If your team finds the Help Desk overwhelming, you can revert to the Conversations inbox without losing the setup.

Here’s how you can do it:

1. Navigate to the "Inbox" settings in HubSpot.

2. Select the channel you want to move.

3. Remove the channel from the Help Desk and re-add it to the Conversations inbox.

Your team can then continue using the Conversations inbox as before. It's a flexible setup, so you can always switch back if needed.

I hope it helps, let me know if you need to talk!

Khushboo Pokhriyal

Growth & Operations

GroRapid Labs

LinkedIn | 9315044754 | Email | Website

Re: Moving a channel from Help Desk back to conversation inbox

ejhpm — Mon, 05 May 2025 21:21:36 GMT

Hi, I am trying this and it does not work for me. I can remove the channel (a HubSpot form) from the Help Desk, but when I try to add it to my Inbox, the form is not an option. Should it work the same way for forms as it does for emails as you described above?

Re: Moving a channel from Help Desk back to conversation inbox

Jaycee_Lewis — Wed, 07 May 2025 17:19:58 GMT

Hey @ejhpm 👋 Have you already run through the steps listed here?

I ran a quick test following the steps you listed and was successful:

added a channel to Help Desk and used a new form
deleted form from Help Desk channel
added a new channel in Conversation Inbox
was able to find and select the form previously connected to Help Desk

If you are still having challenges, I'd recommend creating a new post and including additional details like screenshots and the specific error you receive. Thanks! — Jaycee