すべての Ask Me Anything and Panel Discussions 投稿

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

CJuliano — Thu, 22 Jan 2026 15:45:29 GMT

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

Re: [AMA] Ask Us Anything about Legacy Scoring Sunset | July 28 - August 1

MelodyCooke — Thu, 08 Jan 2026 18:58:48 GMT

Hi @user001 and @CHawkins, Both Lead Scoring and Health Scoring now can do conditional scoring with "and". Here's the Lead Scoring product notification to join the Public Beta for both apps and a quick video demo for more information. Thanks for your patience and let me know if you have any questions or additional feedback!

Re: Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

CJuliano — Thu, 11 Dec 2025 16:35:34 GMT

Hi! Thank you for your question. We love a specific use case.

Our product team is currently working on AI translate for Knowledge Base, which will make this an easier process. Until then, the best way to do this is using Breeze Assistant in the Knowledge Base article editor to translate content and paste it into the editor.

Re: Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

MatejHorvath — Thu, 11 Dec 2025 09:46:54 GMT

Hi everyone,

This might be a very specific use case but we are running into an issue with translation of knowledge base into 18 different languages.

Our current solution on Zendesk works very easily using CrowdIn to translate our help center. HubSpot has integration with CrowdIn but it doesn't have anything to translate Knowledge Base. I have tried to use Knolwedge Base language variants but this is very cumbersome as then you have to translate the whole article and copy paste it and then do the same thing for each article.

Question is, do you know any way I could autotranslate whole Categories of knowledge base? Or make the translation process into 18 languages more automated?

Betreff: Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

mollmann — Wed, 10 Dec 2025 15:37:49 GMT

Hi Sebastian, thanks for reaching out!

Share of AI-resolved tickets: The Customer Agent Performance tab is the best place to access this data. The “Resolution rate over time” report will give you % of interactions that were fully resolved by the customer agent without human intervention.

First Response Time per ticket and on average: The data is stored on 2 different ticket properties: “Time to first agent email reply” and “Time to first response in SLA hours”. We generally recommend using the property that is considering SLA hours because that would also typically exclude weekends from the time to first response. You can access an out-of-the-box report on the average time to first response here.

Average Handling Time: The closest to that is time in ticket stage at this moment - you can specifically look at the time in the “waiting on us” stage. I would love to learn more about the requirements you are hearing for Average Handling Time. How do you define it and how frequently are you hearing about this requirement?

Escalation rate: Are you referring to the escalation rate from a Customer Agent to a human? Then the “Human handoff rate over time” on the Customer Agent Performance tab is the best place to get this report. This report describes the “Percentage of conversations the agent escalated to a human. A lower rate means your agent is resolving more conversations on its own.”

How does that resonate?

Betreff: Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

made2GROW_GmbH — Wed, 10 Dec 2025 13:12:05 GMT

Hi everybody,

I recently came across the following KPIs and wondered where and how to measure it:

Share of AI-resolved tickets
First Response Time per ticket and in average
Average Handling Time
Escalation rate

Thanks for your input

Sebastian

Re: Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

chighsmith — Tue, 09 Dec 2025 23:41:49 GMT

A big thank you to @CJuliano and @mollmann for creating a welcoming space where our Top Experts, customers, Community members, partners, and others can connect, learn, and ask questions!

I’d also like to tag some of our incredible Top Contributors: @franksteiner79, @Josh, @StjepanGrcic, @BukunmiOdetayo @beeginman and @HubSpot_Corey -- We’d love for you to bring your most pressing questions about HelpDesk Support Metrics to our Product Team.

Feel free to share this with your own networks; your colleagues may have questions they want answered!

Wishing you all a wonderful day!

Cassie, Community Manager

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

CJuliano — Mon, 01 Dec 2025 14:21:17 GMT

Thank you for your patience here!

A way for the AI to respond a follow up or reminder that if there is 10-min inactivity then the chat will auto-close

This is not possible right now, but our team is aware it’s something that would be beneficial to customers.

AI agent to ask for first name and use that all throughout the conversation

This should be possible with the CRM Data beta https://app.hubspot.com/l/product-updates/?rollout=265897

If outside the business hours when Liveagents are not available, there should be a prompt asking the contact to create a ticket or close the conversation.

The ability to create a ticket is on the roadmap

Ask for email address initially, so if the chat gets disconnected, the live agents can follow up. Skip option if they dont want to provide an email.
- There is a beta coming for this soon - would you like to be ungated for it? If so- send me an email cjuliano@hubspot.com

[CLOSED] Help Desk Reporting AMA: Get Real Answers About Your Support Metrics

CJuliano — Fri, 12 Dec 2025 17:14:43 GMT

Thank you for your questions this week! It's been great connecting with you and hearing what's on your mind as you think through reporting in the Help Desk.

Keep an eye out for our next AMA in the new year. In the meantime check out the resources from our previous chapters!

Help Desk Chapter 1: Migrate to HubSpot's Help Desk Workspace

Help Desk Chapter 2: AI and Automation

AMA November 17-21

Help Desk Chapter 3: Reporting in the Help Desk

AMA December 8-12

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Tired of exporting spreadsheets just to answer "how's the team doing?" or wondering if your reports are actually showing you what matters? These questions from our blog post might have led you here.

What This AMA Is About

Help Desk reporting gives you real-time visibility into your support operation without the manual work. During the week of December 8-12, our Help Desk team is here to answer your questions about what you can actually track, how to spot problems before they escalate, and which metrics matter most for your team.

Meet Your Expert Panel

We've brought together the people who build these tools every day:

Caitlin Juliano - Service Hub Product Marketer
Marc Ollmann - Reporting & Insights Help Desk PM

Example Questions to Get You Started

Not sure what to ask? Here are some questions we'd love to answer:

Which metrics should I actually check daily vs. weekly?
How do I know if my SLA goals are realistic?
Can I track resolution quality, not just speed?
What reports help with coaching conversations?

How This AMA Works

Post your questions as comments anytime between now and December 12. Our team will check in regularly throughout December 8-12 to provide answers. We'll make sure every question gets a thoughtful response by the end of the week.

No question is too basic or too specific. Whether you're setting up your first custom view, trying to understand what "time to close in SLA hours" really means, or figuring out which reports to share with leadership, we're here to give you clear, practical answers.

Drop your questions in the comments below.

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

CJuliano — Fri, 21 Nov 2025 17:00:00 GMT

Hi @Isabel_c

Thanks for taking the time to give detailed comments and feedback here. We love to see it!

I’m going to send this along to our product team and we can get back to you with what is on the roadmap.

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

Isabel_c — Fri, 21 Nov 2025 00:04:31 GMT

Hi, been working on AI livechat and done a lot of different scenarios where I found that the AI is lacking.

Pre-hand off process

A way for the AI to respond a follow up or reminder that if there is 10-min inactivity then the chat will auto-close
Be able to create custom property under the conversation object
AI agent to ask for first name and use that all throughout the conversation
Ask for email address initially, so if the chat gets disconnected, the live agents can follow up. Skip option if they dont want to provide an email.

Hands off process

Availability status should sync google/hubspot calendar availability so we dont autoassign the conversation to people who are actually engaged to a meeting
If outside the business hours when Liveagents are not available, there should be a prompt asking the contact to create a ticket or close the conversation.

Post Hands off process

Everything is fine while in conversation with Liveagent until the conversation extends to outside the business hours.
- The agent's availability depends on business hours setup in the settings of hubspot, then the liveagent can become unavailable even while in conversation with the contact.
- A way to send email reminder before the ticket closes and a button to go back to the webpage in that email where the conversation was created. This should be separate from the email transcript.
- Detect inactivity and auto-close message reminder

When conversation is closed.

A contact can still respond to the email transcript and that will create a never ending email exchange. Can we disable reponding to transcript?

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

CJuliano — Thu, 20 Nov 2025 14:34:22 GMT

Great question! There is a ton we could go into here but I'll hit some highlights. AI in customer service is definitely changing how businesses operate, and you're right to think about time efficiency.

Here's what I'm seeing with HubSpot specifically:

Yes, AI can help generate leads

HubSpot's Prospecting Agent is built for exactly this. It researches potential customers, finds their contact info, and even personalizes outreach at scale. So instead of spending hours manually building prospect lists, the AI does the research work while you focus on actually talking to qualified leads.

AI also helps you scale support without scaling headcount

On the service side, AI in the Help Desk workspace handles repetitive work—suggesting responses based on your knowledge base, summarizing long threads so you don't need to read 30 messages to get context. That frees up time for strategic work.

HubSpot's Customer Agent takes this further by handling entire customer conversations autonomously. It can answer questions, troubleshoot issues, and resolve common requests without any human involvement. You set the guardrails for what it can handle, and it escalates to your team when needed.

I have a blog post here on AI in the Help Desk with more awesome AI features.

AI improves customer experience, which protects revenue

When customers get faster, more accurate answers (because AI is pulling from your actual help content), they're happier. Happy customers stick around longer and are more likely to upgrade or refer others. So AI in service protects and grows your existing customer base—often more valuable than new acquisition.

The Customer Agent piece is especially powerful here—customers can get help 24/7 without waiting for business hours, and your team isn't buried under simple "how do I reset my password" tickets.

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

ppkazo — Thu, 20 Nov 2025 13:08:35 GMT

Can AI help your business to bring fresh leads, or customers ?
After working in this field for more than 5 years, I am starting a digital marketing business so as per late 2025 how is the scope going with the advance in AI and agentic tools. Now what should be the focus areas of services. Can you share what is changing and how AI can ease out the things and can make me more time-efficient.

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

Premier_Will — Thu, 20 Nov 2025 10:30:58 GMT

Thank you, most helpful!

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

CJuliano — Wed, 19 Nov 2025 22:06:03 GMT

Hi there!

Interesting! Thanks for sending this question. The customer agent should trigger a hand off to a human when it can’t answer the question, the visitor requests to speak to a human, or the agent is paused.

It sounds like customizing the handoff process could be useful here (Knowledge Base article). With this you could use specific action based words or phrases to hand off to your User Agents.

You could also use Workflows with the Rotate owner action on tickets, or the Assign conversation action for conversations on any channel.

For live chat or Facebook Messenger specifically, you could use Rule-Based Bots.

These options allow adding more controls on handoffs to Customer Agent. The product team is currently working on increasing visibility and adding templates for these tools to make setup easier.

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

CJuliano — Wed, 19 Nov 2025 17:04:21 GMT

Hi @Monjogard Thanks for these questions!
1. Today, Customer Agent only learns from Knowledge Base articles, uploaded files, and Short Answers that agents manually add in the Help Desk. It doesn't auto-train on ticket history because of confidentiality risks—not just PII (which is detectable), but contextual secrets like unannounced features mentioned to one customer, special deal terms, or confidential business info that LLMs can't distinguish as "private."

The KB Agent could be a good option to leverage and we have a feature where there is a Knowledge Gap where human agents can go to Help Desk and tell Customer Agent within the ticket the correct answer, which will show up as a recommended short answer to approve.

2. If I understand correctly, it seems as if you’d want a mechanism within the ticket object to generate a knowledge article. This is on our radar, yet not possible today!

Let me know if you have any follow up questions here!

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

Premier_Will — Tue, 18 Nov 2025 16:39:54 GMT

Hello!

Can we deploy the Customer Agent to operate in only specific categories?

Essentially, we find that the Customer Agent can't handle particular action-based queries well, but can thrive in other areas - for example general enquiries or questions. We want to avoid the agent replying to the customer and then a User Agent having to deal with it anyway, causing excess for the customer.

Many thanks,
Will

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

Monjogard — Tue, 18 Nov 2025 15:44:56 GMT

Hello
I have two questions (or rather, one question and one suggestion)

Will the customer agent train on existing tickets and responses from "real agents"? Or can it only use website pages/knowledgebase as source?
While I appreciate the effort of scanning tickets for potential knowledgebase drafts, it would be much more efficient if you could select a closed ticket to generate a knowledgebase article from. Is this somehow possible today?

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

chighsmith — Tue, 18 Nov 2025 13:57:46 GMT

Thank you @CJuliano and @mollmann for providing a space where our Top Experts, customers, Community members, partners, and others can come together to learn more and ask questions!

Tagging in some of our Top Contributors --@franksteiner79 @Josh @StjepanGrcic @BukunmiOdetayo @beeginman and @HubSpot_Corey: We would love for you to share your burning questions about AI and Automation within HelpDesk with our Product Team!

Don't hesitate to share it in your networks in case your colleagues have questions too!

Thank you and have a lovely day!

Cassie, Community Manager

Re: AI and Automation in Help Desk AMA: Ask Us Anything [November 17-21]

CJuliano — Mon, 17 Nov 2025 20:31:24 GMT

Hi @RReed13! At this time it's only available in Service Hub Enterprise.