Help Desk Set Up & Features AMA: Ask Us Anything | February 9-13

[CJuliano]

Hi everyone,

I'm Caitlin, Product Marketing Manager on the Service Hub team at HubSpot. I spend my days noodling on how Help Desk actually fits into real operations, not just how it's supposed to work in theory.

In January, we ran an Admin HUG where Rose, Abiola, Jenn, Marc, and I walked through Help Desk features, from workspace organization to AI handoffs to reporting. We got a ton of great questions (seriously, over 50)—and while we answered most of them in our follow up blog post , I know there's more to dig into.

This week, we're here to go deeper on Help Desk setup, features, and how teams are actually using it day-to-day. Whether you're just getting started, actively migrating, or trying to get more out of what you've already built, we want to hear what's working, what's confusing, and what you wish worked differently.

You can ask us anything about:

• Setting up spaces and views for your team structure
• Getting SLAs, routing, and assignment rules right
• Using macros and automation without overcomplicating things
• Making AI features (reply recommendations, Customer Agent handoffs) actually useful
• Building reports and dashboards that support your team instead of just tracking numbers
• Migration planning and post-migration fixes

We'll be answering questions from February 9-13. Drop your questions below and share as much context as you're comfortable with, the more specific you are, the more helpful we can be.

Looking forward to this, Caitlin