How to Reply to Tickets in HubSpot Help Desk

Learn how to manage, format, and respond to customer support tickets using the HubSpot Help Desk, image uploads, and ticket assignment.

June 15, 2026 By Princess Ceballos

This guide shows how to compose and format responses to customer support tickets in the HubSpot Help Desk. By mastering these tools, you can resolve customer inquiries faster and deliver higher-quality support.

This guide is for customer support representatives and service managers using HubSpot. It is particularly useful during the daily workflow of reading, assigning, and replying to incoming customer requests.

Accessing the Help Desk

Step #1: Click Go to my account on the HubSpot homepage. — Click **Go to my account** on the HubSpot homepage.

Step #2: Select the correct account, such as Leggari Products, from your account list. — Select the correct account, such as **Leggari Products**, from your account list.

Step #3: Expand the Service menu in the left navigation sidebar and click Help Desk. — Expand the **Service** menu in the left navigation sidebar and click **Help Desk**.

Replying to a Ticket

Step #4: Select a support ticket from your kanban board to view its details. — Select a support ticket from your kanban board to view its details.

Step #5: Click inside the email body text area to start drafting your response to the customer, then hit send. — Click inside the email body text area to start drafting your response to the customer, then hit send.

Formatting Your Reply

Adding Images

Step #6: Click the Insert image icon in the email toolbar. — Click the **Insert image** icon in the email toolbar.

Step #7: Click Upload new to add a file from your system. — Click **Upload new** to add a file from your system.

Step #8: Select the desired image file from your computer's dialog window. — Select the desired image file from your computer's dialog window.

Assigning the Ticket

Step #9: Select the appropriate team member to assign the ticket to them. — Select the appropriate team member to assign the ticket to them.

Q: Can I use AI to help draft a reply to a customer?

A: Yes. You can click the AI Assistant icon in the email toolbar and select "Write for me" to automatically generate text based on your prompt.

Q: How do I change the font style of my email response?

A: Click the formatting options icon in the toolbar, click the font dropdown (which defaults to your current font, like Sans Serif), and select a new font family like Monospace.

Q: Can I insert images directly into the ticket reply?

A: Yes. Click the image icon in the toolbar to either select an existing image from your HubSpot file manager or upload a new one directly from your computer.

Term	Definition
Help Desk	A centralized workspace within HubSpot Service Hub used to manage, track, and reply to customer support tickets.
Kanban Board	A visual layout in HubSpot that displays support tickets as interactive cards organized in columns by their current status.
AI Assistant	A built-in artificial intelligence tool in the HubSpot editor that helps generate, format, and refine drafted text.
Ticket Owner	The specific team member or user assigned to handle and ultimately resolve a customer support ticket.

Replying to a Ticket

Formatting Your Reply

Adding Images

Assigning the Ticket

Q: Can I use AI to help draft a reply to a customer?

A: Yes. You can click the AI Assistant icon in the email toolbar and select "Write for me" to automatically generate text based on your prompt.

Q: How do I change the font style of my email response?

A: Click the formatting options icon in the toolbar, click the font dropdown (which defaults to your current font, like Sans Serif), and select a new font family like Monospace.

Q: Can I insert images directly into the ticket reply?

A: Yes. Click the image icon in the toolbar to either select an existing image from your HubSpot file manager or upload a new one directly from your computer.

Term

Definition

Help Desk

A centralized workspace within HubSpot Service Hub used to manage, track, and reply to customer support tickets.

Kanban Board

A visual layout in HubSpot that displays support tickets as interactive cards organized in columns by their current status.

AI Assistant

A built-in artificial intelligence tool in the HubSpot editor that helps generate, format, and refine drafted text.

Ticket Owner

The specific team member or user assigned to handle and ultimately resolve a customer support ticket.