HubSpot Ideas


Allow for preferences to be set regarding which pipelines are included in Help Desk

We recently switched to help desk in hopes of providing an easy picture of open support tickets to our customer success team. With Help Desk, currently it automatically pulls in all ticket pipelines. I would like to see Hubspot allow users to set preferences on which ticket pipelines should be associated with the help desk. 


The reason for this need is that we use ticket pipelines for different functions (IE product wishlist, onboarding ticket pipelines, and a renewal pipeline). Currently, when you look at the assigned to me it is showing tickets for all pipelines which can clutter up a CSMs view when they are needing to focus on support items specifically.

1 Reply

I second this idea. We would like the option to exclude certain ticket pipelines from the Help Desk, as they are used for internal purposes only and will never have a conversation attached.