Ticket links in form submissions now open in help desk

What is it?

If you use help desk, clicking View Ticket from a form submission now opens the help desk workspace instead of the CRM ticket view.

Why does it matter?

For teams that have connected a Forms channel to help desk and work tickets there, clicking View Ticket from a form submission used to route to the CRM ticket view instead — breaking the workflow and requiring unnecessary navigation back to help desk. This update takes you directly to where you work.

How does it work?

When a Forms channel is connected to help desk and you have help desk access, the View Ticket link in the sidebar when viewing form submission details now opens the help desk workspace instead of the CRM tickets page.

Who gets it?

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

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.

25 Aug 2026

Customer Agent now cites sources in your visitor's language

What is it? Customer agent now filters out citations that don't match the language of the response it generated. Only citations in the visitor's language are shown.