Help Desk Chapter 1: Why and How to Migrate to HubSpot’s Help Desk Workspace
Help Desk Chapter 2: AI and Automation
If you’re currently managing customer support through HubSpot’s Conversations Inbox or the Tickets interface in your CRM, you might be wondering: “What’s all this talk about Help Desk Workspace, and should I be using it?”
The short answer? If you’re handling customer support tickets, absolutely.
Let me show you why.
What Makes Help Desk Different (and Better)
Think of Help Desk as the evolution of your current setup. You can certainly get things done with Conversations Inbox or the Tickets UI—many of you have built successful support operations around them. But Help Desk lets you do it easier, faster, and with better visibility across your entire support operation.
Here’s what I mean:
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Easier: Instead of jumping between different views and interfaces, Help Desk centralizes everything. All your channels—email, chat, forms and more—flow into one unified workspace where your team can move effortlessly between conversations while maintaining full context.
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Faster: The numbers speak for themselves. Teams using Help Desk see 48% faster ticket resolution times and 22% higher resolution rates compared to those using Inbox & Tickets. Why? AI-powered reply recommendations, better workflow automation, and streamlined processes that eliminate friction.
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**Mor
e Uni
fied:** Whether a customer starts in chat, moves to email, then calls your support line, your team maintains complete context throughout the entire journey. No more lost conversations or duplicate tickets.
Are you a more visual person? Read on to see a side by side comparison of Conversations Inbox and the Help Desk Workspace.
Real Stories from Real Customers
Don’t just take my word for it. Here’s what customers who’ve made the switch are telling us:
Identum’s Stein Mjaatveit, VP of Business Development, puts it perfectly: “Help Desk is perceived as a tremendous improvement from working across Inbox view and Service to Tickets view for companies like ours that primarily work with reactive support across multiple channels.”
Matthew Ruxton from Ignite Reading saw even more dramatic results: “Since migrating, our Tutor Operations and Experience Team has handled twice as many tickets as last year—while exceeding KPIs across the board. The interface strikes the perfect balance: it’s intuitive and familiar for our team, with the flexibility to match how they work best.”
And Don Rua from Admiral sums up the transformation: “Thanks to HubSpot’s Help Desk, what was once a headache is now one of our greatest strengths. Help Desk has been a game changer!”
OOLIO, a global hospitality service provider, built their entire 24/7 multilingual support operation from the ground up using Help Desk—delivering seamless customer service across time zones and languages.
Read their full story here.
Which Teams Benefit Most?
Based on our research and customer conversations, Help Desk particularly shines for:
Multi-Channel Support Teams
If you’re managing customer conversations across email, chat, social media, and phone, Help Desk’s unified interface eliminates the constant context-switching that slows down your team.
Growing Support Operations
Teams handling increasing ticket volumes find Help Desk’s advanced routing, SLA management, and analytics help them scale without sacrificing quality.
Customer Success Managers
If your CSMs are juggling support tickets alongside relationship management, Help Desk’s team spaces and workflow automation help them stay organized and responsive.
Why Teams Are Moving to Help Desk
Ready to Make the Move?
Migration might seem daunting, but it doesn’t have to be. Here’s your action plan:
- Start with the Migration Wizard: Head to Help Desk > Settings > Move a channel from the inbox. The wizard walks you through each step.
- Plan Your Team Spaces: Think about how you want to organize your support team. Do you need separate spaces for different product lines or support tiers?
- Set Up Your Views: Recreate the filters and views your team relies on. Help Desk’s filtering is more powerful than what you’re used to.
- Test Your Workflows: Make sure your existing automations and SLAs work as expected in the new environment.
- Train Your Team: Schedule a few training sessions to show your team the new interface and capabilities.
For a full overview of the Help Desk Workspace check out our Knowledge Base article.
Still Have Questions?
You’re in luck! We’re hosting a Help Desk Migration AMA from October 27-31 where you can get answers directly from our product team. We’ll have experts standing by to address your specific migration questions and concerns.
Who’ll be answering your questions:
- Caitlin Juliano - Product Marketer for Service Hub
- Abiola Owolewa - Product Manager, Service Hub Onboarding & Configuration
- Jenn De Mello - Manager, Product Lead - Oversees the manager pillar of Help Desk. Jenn’s team is focused on setting up team leaders, managers, and operational admins up with the right tools to optimize support processes and unlock actionable insights
- Rose Sail - Manager, Product Lead -Oversees the representative pillar of Help Desk. Rose’s team is focused on enabling support team with the right tools they need to efficiently and empathetically triage, troubleshoot and resolve tickets
Whether you’re curious about specific features, worried about migration complexity, or want to understand how Help Desk could work for your unique setup, bring your questions. This is your chance to get personalized guidance from the people who build and market these tools every day.
The Bottom Line
If you’re managing customer support in HubSpot, Help Desk isn’t just an upgrade—it’s where the innovation is happening. New AI capabilities, advanced analytics, and workflow improvements are all built for Help Desk first.
More importantly, it’s where your support operation can truly scale. Instead of managing support across multiple tools and interfaces, Help Desk gives you a single, powerful workspace designed specifically for modern customer service teams.
The question isn’t really whether you should migrate to Help Desk—it’s how quickly you can make it happen.
Ready to transform your customer support operations? Head to your Help Desk settings to start your migration, and don’t forget to join us for the AMA from October 27-31 for personalized guidance and answers to all your questions.
Are you a more visual person? Here’s a side by side comparison of Conversations Inbox and the Help Desk Workspace.
