Help Desk Workspace is the support team's ``headquarters'' that manages inquiries from multiple channels such as email, chat, phone, SNS, and WhatsApp on one screen. This workspace, officially released in spring 2025,AI support・SLA tracking・Collaboration・Switch between board view and list viewThis creates an environment where agents can move without hesitation about what to do next. This chapter explains screen configuration, view design, channel integration, collaboration functions, and how to properly use views.
Help Desk Workspace (“Workspace”) is an integrated support team work environment available in Service Hub Professional and above. Resolved the previous problem where the "Inbox" and "Ticket List" were separated into separate screens,Reply to incoming messages, ticket management, SLA tracking, and cross-team collaboration all on one screen. We recommend an approach that starts with three custom properties: ticket category, scope of influence, and reason for closure, and then adds whatever is necessary during operation.
Workspace isLeft pane (view navigation), center pane (ticket list), right pane (details & replies)It has a 3-pane configuration. Switch ``which group of tickets to view'' in the left pane, determine priorities in the center, and reply while checking customer information in the right pane - this process is completed on a single screen.
Workspace's view is a filter setting for ``which tickets to view and in what order.''By designing an appropriate view, agents can instantly understand which tickets they should be handling today.. From Public Beta in November 2025, not only ticket propertiesYou can also narrow your view by contact/company properties.Now, advanced views such as ``VIP Contact Tickets'' and ``Enterprise Company Backlogs'' have been realized.
There are two types of Workspace views: ``Just Me'' and ``Shared with Everyone.''Personal: My responsibility/my tasks for today. Team sharing: SLA risk/VIP company/long-term unresolvedThis is the basic usage. Team-shared views are created and managed by managers, and individual views can be freely customized by each agent, making it easier to establish an operation.
Workspace's strength is that it "gathers inquiries from all channels on one screen." Agents no longer have to keep multiple tabs open for email, chat, and WhatsApp.Same view, same experience, same SLA management regardless of channelBeing able to respond in a timely manner reduces the agent's cognitive load.
| channel | Connection method | Notes on settings |
|---|---|---|
| Email (Gmail/Outlook) | Settings → Inbox → Add email → OAuth authentication | If you set "All replies from HubSpot", be careful about mixing with existing email clients. Connect to team shared address and personal address separately |
| live chat | Settings → Inbox → Add chat → Embed code on your website | Be sure to configure the bot for non-business hours (switch to Breeze Customer Agent). Setting the time zone is important |
| Within 4 hours | WhatsApp only requires a response within 24 hours when a customer contacts you for the first time. Template messages must be approved by Meta in advance | |
| Facebook Messenger | Settings → Inbox → Add Messenger → Connect with Facebook Page | Requires Facebook page administrator privileges. Messages received via Messenger can be treated as tickets, but comments on public posts are managed separately. |
Ticket handling is often not completed by one person. Escalation to the technical team, consultation with the manager, handover to other agents—theseCommunicating within the team “within the ticket record” is the key to preventing information dispersion and ensuring uniform response quality.is.
When an agent leaves the office, goes on vacation, or is suddenly absent, the internal memo is the first thing the colleague who takes over the ticket sees.The habit of writing internal notes about how far you have investigated, what you should do next, and what you communicated to the customer.By ensuring that all agents are aware of this, SLA violations due to handover losses can be significantly reduced. We recommend that you make ``No handover without notes'' a team rule.
Help Desk Workspace allows you to display tickets in"List view" and "Board view"You can switch with . Board view was officially added in the March 2025 update, allowing tickets to be displayed in columns by pipeline stage. The two views have different uses,It is important to use them properly depending on the role and purpose.is.
| comparison axis | list view | board view |
|---|---|---|
| Main users | agent for daily work | Manager/Team Lead |
| Amount of information that can be displayed at once | Many (displays information in multiple columns as a list) | Few (mainly card titles) |
| Stage change operation | Select from dropdown | Intuitive drag and drop |
| Discovering bottlenecks | Difficult (hard to see the number of cases) | You can see at a glance which stage you are stuck in based on the height of the row. |
| Check SLA time remaining | Can always be displayed as a column | Badge displayed on card (limited amount of information) |
With a left pane (view), center pane (ticket list), and right pane (details & replies), agents no longer need to go back and forth between multiple tabs. Breeze Copilot's reply suggestions are also integrated into the right pane.
By making it possible to filter by contact/company properties (from November 2025), advanced views such as "VIP Contact Open Tickets" have been realized. Manage personal and shared use separately.
Turn on the "Always create tickets" setting for all emails, chats, WhatsApp, and forms. SLA and routing rules for each channel can also be set for each inbox.
Stop using Slack or verbal handovers, and get everyone into the habit of writing in internal memos, ``How far have we investigated so far and what should we do next?'' We recommend that you make ``No handover without notes'' a team rule.
List view is suitable for agents' daily work (responding in SLA order/priority order), and board view is suitable for managers' daily confirmation and stage updates using drag and drop.
Every morning, check the SLA Danger view for expired and dangerous tickets, and check the board view to see which stage tickets are stuck in. Establish a management routine based on these two views.