What This Update Actually Is
HubSpot shipped a folder system for the help desk sidebar on June 17, 2026. It's straightforward and that's the point.
The help desk sidebar is now divided into three fixed sections: Insights, Views, and Spaces. You can create folders inside both the Views section and the Spaces section.
Any views that were sitting in the old More/Less area get automatically moved into a new folder called "Other" when the update hits your portal. Nothing is deleted. Nothing is lost.
One important caveat to set expectations correctly: folders are personal. Only the human who creates a folder can see it. This isn't a shared folder system for your whole support team. It's a personal organization layer.
Availability: Service Hub Professional and Enterprise, with a Service Seat required.
Why HubSpot Shipped This
Support teams build views to slice their ticket queue. One view for VIP accounts, one for overdue tickets, one for each product line, one for each channel. It makes sense to build them. And then the sidebar turns into a scroll-fest.
We've seen portals where agents had 20 or more active views with no logical grouping. Finding the right one mid-conversation meant hunting. That friction is small per incident and enormous across a week.
The internal frustration isn't just "I can't find my view." It's "this tool feels chaotic, and I'm the one who has to manage it." HubSpot solved that with the simplest possible fix: a folder.
How to Use It Step by Step
- Open your Help Desk sidebar. You'll see it split into Insights, Views, and Spaces.
- Click the "+" button in the Views or Spaces section and select "Create folder" from the menu.
- Name the folder inline as soon as it appears. Something clear like "VIP Accounts" or "Escalations" works better than anything clever.
- Drag and drop views into the folder. Drop them in the order you actually use them.
- Collapse the folder when you don't need it. Expand it when you do. The sidebar stays quiet.
- Rename a folder any time by clicking the menu next to it and selecting "Rename folder."
- Delete a folder you no longer need. Every view inside it returns safely to the sidebar. Nothing is lost.
That's the whole workflow. No settings page, no admin toggle. The complexity is zero. The payoff is immediate.
What It Touches in Your HubSpot Strategy
At first glance this looks like a cosmetic update. It isn't. Sidebar organization is a load-bearing decision when your help desk is the first place support agents live every morning.
Here's where this ripples into your broader Service Hub setup.
- View hygiene becomes worth doing. Teams that abandoned view organization because "it was too cluttered anyway" now have a reason to audit and rebuild their view library.
- Onboarding new support agents gets faster. A well-organized sidebar with folders like "Tier 1 Queue," "Waiting on Customer," and "Escalations" communicates the support process visually, without a manual.
- Spaces organization improves in parallel. Since folders work in both Views and Spaces sections, teams using Spaces for channel or team segmentation can clean those up at the same time.
- The "Other" auto-folder is a signal worth reading. If a lot of your views ended up there on day one, that's your portal telling you the view library has grown without a strategy behind it.
Key Takeaway
Folders are personal, not shared. Each agent builds their own sidebar structure. That's a feature, not a limitation: it means individual humans can organize their workspace around how they actually think, not how someone else thinks.
If you've been doing a full portal audit, this is exactly the kind of change worth reviewing during your Service Hub pass. The complete HubSpot portal audit checklist covers help desk configuration alongside workflows, data quality, and the red flags we spot in nearly every portal we review.
Key Takeaway
Use the auto-created "Other" folder as your inbox. Treat it as a triage zone and move views into purpose-built folders over the next week. Don't try to reorganize everything at once.
This update pairs well with HubSpot's broader push to give service teams more control over how they see and navigate their work. If you're exploring what else changed on the service and reporting side, the customizable Analyze tabs update addresses the same underlying problem: helping humans see exactly what they need without switching tools.
Who Should Care Most
This update matters most to specific roles and portal profiles. Here's how to think about fit.
- Support agents with 8 or more active views who waste time scrolling before they can start working.
- Service Hub admins who want to give new team members a framework for organizing their own sidebar from day one.
- Support managers at companies where the ticket queue spans multiple product lines, support tiers, or customer segments, each of which benefits from its own folder.
- RevOps leaders auditing Service Hub for efficiency gains. Folder organization is low effort with a direct impact on agent time-to-first-response.
If your portal has fewer than five views, this won't change your day. If you're running a real support operation with segmented queues, you'll feel it immediately.
George's Take
I've audited a lot of help desk setups where the sidebar looked like a junk drawer. Humans had built genuinely useful views and then stopped using them because finding the right one took too long. That's the hidden cost of clutter: it doesn't break the tool, it just makes the tool feel harder than it should. Folders fix that. They're not flashy. They're not AI-powered. They're a filing cabinet for a space that needed one. Take 20 minutes this week, move your views into two or three folders, and notice how different Monday morning feels.
“Clutter doesn't break the tool. It just makes the tool feel harder than it should. Folders fix that.”
If you want a second set of eyes on your Service Hub setup, including how your views, queues, and workflows are actually structured, we're ready to help. Book a strategy call with Sidekick and we'll show you exactly where your help desk is leaving efficiency on the table.
Frequently Asked Questions
What are folders in HubSpot Help Desk?
Folders in HubSpot Help Desk are a personal organization layer inside the help desk sidebar. They let individual agents group related views into named, collapsible folders inside the Views and Spaces sections. Folders are only visible to the person who creates them and require Service Hub Professional or Enterprise with a Service Seat.
Are HubSpot Help Desk folders shared with the whole team?
No. Folders are personal. Only the human who creates a folder can see it. This means each agent can organize their sidebar to match how they work, without affecting anyone else's view. There is currently no shared or admin-managed folder structure for help desk views.
What happens to my existing views when folders roll out?
Any views that were in the old More/Less section of your sidebar are automatically moved into a new folder called "Other." Your views are preserved. Nothing is deleted. You can then drag views out of "Other" into new folders you create, or leave them there as a catch-all.
Can I delete a folder without losing my views?
Yes. Deleting a folder does not delete the views inside it. All views return to the main sidebar when you remove a folder. This makes it safe to experiment with different folder structures without any risk to the views your team depends on.
Which HubSpot plans include help desk folders?
Help desk folders are available on Service Hub Professional and Enterprise. A Service Seat is also required. Starter and Free tier accounts do not have access to this feature. If you're on Professional or Enterprise and don't see folders yet, check that your portal has the latest update applied.
Can I create folders in both Views and Spaces in the help desk sidebar?
Yes. Folders can be created in both the Views section and the Spaces section of the help desk sidebar. The sidebar is divided into three fixed sections: Insights, Views, and Spaces. Folder creation is available in Views and Spaces regardless of any beta opt-in status.
