# Helpdesk showing ticket without email connection

**URL:** <https://community.hubspot.com/t/helpdesk-showing-ticket-without-email-connection/123796>\
**Category:** CRM\
**Tags:** starter\
**Created:** [January 13, 2025, 3:24pm UTC](https://community.hubspot.com/t/helpdesk-showing-ticket-without-email-connection/123796 "2025-01-13T15:24:05Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![JJ9](https://avatars.discourse-cdn.com/v4/letter/j/a698b9/32.png) [@JJ9](https://community.hubspot.com/u/JJ9)\
**Post date:** [January 13, 2025, 3:24pm UTC](https://community.hubspot.com/t/helpdesk-showing-ticket-without-email-connection/123796/1 "2025-01-13T15:24:05Z")

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Hi together,

I do not really follow this behaviour of Hubspot Helpdesk.

I do understand, that in case, I do not have connect any channel to my helpdesk and have tickets in HS, these will we shown in helpdesk either.

BUT,

there are not all. So I do not really following this.

I am preparing the helpdesk for our users and I want to set filters correctly. But after setting my filters, no tickets are shown.

my active view under CRM-\> Tickets - so 6 Tickets open

 ![JJ9_3-1736781669145.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/0/1/017fde96ee011fe1c3b9e9bb37225858ae33f14a.png)

non of them in helpdesk

![JJ9_4-1736781721804.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/b/a/baae0bd1a4efb5c85d517d97101e8b176ac63062.png)

Both filters are exactly same.

Any idea how can I fix this?

Thanks

Jana

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**Author:** ![warrendavey](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/warrendavey/32/34525_2.png) [@warrendavey](https://community.hubspot.com/u/warrendavey)\
**Post date:** [January 13, 2025, 8:55pm UTC](https://community.hubspot.com/t/helpdesk-showing-ticket-without-email-connection/123796/2 "2025-01-13T20:55:42Z")

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The issue of HubSpot Helpdesk not displaying tickets that appear under CRM \> Tickets could be caused by several factors, and the situation you’ve described points toward a potential misalignment in filters or configuration settings. Here’s how you can troubleshoot and resolve the issue:

### Steps to Diagnose and Resolve:

1. **Ensure Correct Filter Application in Helpdesk:**

2. **Sync Between CRM and Helpdesk:**

3. **Verify Ticket Properties:**

4. **Pipeline and Workflow Settings:**

5. **Permissions and Visibility Settings:**

6. **Reset and Compare Views:**

7. **Review Audit Logs:**

### Escalation

If these steps do not resolve the issue, consider reaching out to HubSpot Support with detailed screenshots of your filters and configuration settings for both CRM \> Tickets and Helpdesk. Providing this context will help the support team identify any underlying system issues.

Feel free to let me know if you need guidance on any of these steps!

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**Author:** ![Matti1](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/matti1/32/25278_2.png) [@Matti1](https://community.hubspot.com/u/Matti1)\
**Post date:** [January 15, 2025, 8:29am UTC](https://community.hubspot.com/t/helpdesk-showing-ticket-without-email-connection/123796/3 "2025-01-15T08:29:31Z")

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Hi Davey,

It seems that no channels have been added to the helpdesk so far, yet some tickets are already visible – but not all of them. The key question is: Why are tickets without an assigned channel being displayed in the helpdesk? This complicates the implementation, especially if the plan is to integrate different channels or pipelines step by step.