<link rel="stylesheet" href="https://www.hubspot.com/hubfs/hub_generated/template_assets/1/207928094053/1777556954236/template_footer-core-non-critical.min.css">
Logo - Full (Color)

Review and Route Tickets

User Persona Service
Use Case Readiness Established

Every ticket looks the same. Urgent issues get buried.

Let AI sort, prioritize, and route tickets with workflows.

SvH_HelpDesk_Omnichannel_en_01162026

Stop Sorting Tickets. Start Solving Them.

Help Desk AI Features categorize incoming tickets, detect language, and generate descriptive names, so your team finds and resolves priority tickets first. No manual sorting. No buried escalations.
Learn more

46%

boost in ticket resolutions with Customer Agent and Help Desk

27%

faster time to resolution with Customer Agent and Help Desk

53%

increase in ticket close rate after 6 months with Service Hub

We had people managing conversations across multiple inboxes. Moving everything into one place in Help Desk gave our customer service reps and managers a much clearer view and a more streamlined workflow.

JON KOHLMEIER

Revenue Operations Lead

West Music

15-129-West-Music-Logo-Horizontal-Color

Service Hub Professional

Get Started with Help Desk

Help Desk AI features are on by default once enabled. Here's how to get set up in four steps.

Step 1 - Enable AI Settings

Navigate to Settings, then AI in the Account Management section, and toggle on "Give users access to generative AI tools and features." This enables AI-powered ticket naming in Help Desk.

Step 2 - Turn On Category Identification

Go to Settings, Inbox & Help Desk, then Help Desk in the left sidebar, and navigate to AI tools. Toggle on the "Category identification" switch, so AI automatically categorizes tickets based on the first message content.

Step 3 - Access Help Desk Workspace

Navigate to Service, then Help Desk to view your tickets. There is no additional step to enable AI language detection, but you should add the property to the card on the right side of the Help Desk for easy viewing. To do that, click Actions on the About card, customize properties, and select Language. Add the Category property to see that reflected as well. 

Step 4 - Take Advantage of AI-Generated Insights

Click any ticket to see the AI-generated ticket name, summary, and language. Use these insights across the platform in workflows and reporting for ticket prioritization and operational efficiency. 

Step 1 - Enable AI Settings

Navigate to Settings, then AI in the Account Management section, and toggle on "Give users access to generative AI tools and features." This enables AI-powered ticket naming in Help Desk.

Step 2 - Turn On Category Identification

Go to Settings, Inbox & Help Desk, then Help Desk in the left sidebar, and navigate to AI tools. Toggle on the "Category identification" switch, so AI automatically categorizes tickets based on the first message content.

Step 3 - Access Help Desk Workspace

Navigate to Service, then Help Desk to view your tickets. There is no additional step to enable AI language detection, but you should add the property to the card on the right side of the Help Desk for easy viewing. To do that, click Actions on the About card, customize properties, and select Language. Add the Category property to see that reflected as well. 

Step 4 - Take Advantage of AI-Generated Insights

Click any ticket to see the AI-generated ticket name, summary, and language. Use these insights across the platform in workflows and reporting for ticket prioritization and operational efficiency. 

Turn it on. Watch it work.

Once Help Desk AI Features are active, every incoming ticket gets categorized, named, and routed via workflows. Urgent issues surface first. Your team stops sorting and starts solving from the moment they log in.
Start setup now

What to expect:

  • Tickets categorized and named automatically

  • Language identified without manual review

  • Automatic summaries to get team members up to speed

This is the difference between teams stuck sorting tickets all day and teams that solve them.

Go Deeper with More Breeze Tools

Once Help Desk is routing tickets automatically, explore how each AI tool works to speed up triage and prioritization.
ticket_summaries_thumbnail_2x

Service Hub Professional

Ticket Summaries

Generates automatic summaries of ticket content by analyzing message threads and highlighting key issues and customer requests without reading through entire conversations. Use it to get team members up to speed instantly when taking over complex tickets during handoffs or escalations.
ticket_language_thumbnail_2x

Service Hub Enterprise

Ticket Language

Uses AI to automatically detect the language of incoming ticket messages from customers without manual review or tagging. Use it for routing tickets to language-appropriate team members, generating accurate reports by language, and ensuring customers get help in their preferred language.
ticket_naming_thumbnail_3x

Service Hub Professional

Ticket Naming

Generates meaningful, descriptive ticket names in one click based on conversation context and ticket properties instead of generic subject lines. Use it to create an easy-to-search naming convention so your team can find and categorize tickets faster without opening each one.