Quick tipHow toService Hub

Help desk vs the conversations inbox

Inbox is for conversations. Help desk turns them into tickets.

Subscription
Service Hub; help desk features need a Service seat
Permissions
Super Admin to move channels
Time
4 min · Intermediate
Last verified

Short answer

HubSpot's KB: inbox channels don't create tickets by default; help desk channels always do. You can move chatflows and email, form or calling channels from the inbox to help desk, with or without historical conversations and tickets. Help desk access and SLAs then apply. WhatsApp and Facebook Messenger chatflows can't be migrated; reconnect them to help desk.

1. Channels

Channel settings in my demo portal.

Inboxes settings with the admin banner and the channels table highlighted
Admin banner (1) and channels (2).

2. Email to ticket

See emails into tickets.

3. Related

Shared mailboxes.

Sources

New field notes by email

One email when a new article publishes.

Still stuck?

If this did not fix it, the problem is probably specific to your setup. Book a call and we will look at it together.

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