New Filters for Help Desk Threads

What is it?

Reps can now filter their help desk thread view to hide specific message types and activity. Filters are personal — they don't affect the default view for anyone else on the team.

Why does it matter?

Automated workflow triggers, status changes, and other system activity can bury the conversations that matter most when a rep is trying to resolve a ticket. This update gives reps personal control over what appears in their thread view, so they can focus on the messages most relevant to their work.

How does it work?

A floating Filter button appears in the thread history overlay, positioned between the expand/collapse and focus mode buttons. Clicking it opens a filter popover with message type checkboxes organized into four groups across a two-column layout.

Filtering behavior:

• - Deselecting a category immediately hides all matching messages from view.
• - Filtering is subtractive and non-destructive — everything is shown by default (all checked), and unchecking a category removes those items from your view without deleting anything permanently.
• - Filter state is saved to your browser, so your selections persist across tickets and page reloads.

Active state indicator:

• - When a partial filter is active (some but not all categories deselected), the filter button displays a blue status dot so you can tell at a glance that filters are applied.
• - The dot disappears when all categories are checked, or all are unchecked.

Who gets it?

Help desk is available for HubSpot Service Hub Professional and Enterprise.