What is it?

We’re excited to introduce spaces — dedicated, team-based working areas that make it easier for support teams to stay organized in help desk!

Why does it matter?

Since the release of help desk, we've heard that multi-team support orgs struggle to stay organized within the workspace. Without a solution, teams run into bottlenecks, duplicate work, and lack of focus — all of which slow response times and frustrate both agents and customers.

Spaces solve this by enabling the creation of team-based working areas within the workspace. With spaces, high-volume support teams can cut through the noise, stay focused, and deliver faster customer support at scale.

How does it work?

Before creating spaces:

• Verify permissions and seats: A Service Seat is required to access spaces. Super Admin or Account Access permissions are required to configure them.
• Create HubSpot teams: Group users into HubSpot teams based on the support structure. For example, if teams are organized regionally, we recommend creating a team for each region.
• Set up automatic assignment (optional): Use automatic assignment to route tickets to the right users and teams, with or without a ticket owner.
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How spaces work

• Admins can create and manage spaces in help desk settings. Agents can access and switch between spaces directly in help desk.
• Spaces reflect the tickets assigned to the main members of the teams included in the space.
• Tickets are moved to different spaces by reassigning the user or team.

Once a space is created

• It will appear in the help desk workspace for all users with a Service Seat.
• Most default views and any pre-existing custom views are moved into the customizable “More” section.

Views

Spaces bring more clarity and flexibility to how teams work with views:

• Custom views can be created within spaces. These views are automatically filtered to the teams of the space.
• Global views remain available in the sidebar, giving everyone a way to see tickets across teams when broader visibility is needed.
• Admins can manage all views via Views Customization in help desk settings.

Notes

• Extra team members not yet supported: Spaces are currently only compatible with main team members. Support for extra team members will be added in the coming months.
• Reassigning tickets without an owner: At this time, tickets cannot be reassigned to a different team in a space unless they have an owner. This capability will be introduced in a future update.

Who gets it?

Service Hub Enterprise, Service Seat required