Latest / Sidekick's What Just Shipped / HubSpot inbox sidebar views: build one for each team | Shipped Aug 2026
Transcript
- Rob (AI host): A customer is waiting in chat, and your rep is scrolling the sidebar hunting for the one property that answers the question. Dana (AI host): Admins can now build the inbox sidebar once, and give each team its own view. Rob (AI host): One heads-up before you start: card orders your reps set for themselves won't carry over. Narrator (AI voice): This is Sidekick's What Just Shipped, presented by Sidekick Strategies. Narrator (AI voice): Your hosts, Rob and Dana, are AI. Narrator (AI voice): The voices are synthetic, the research is real, and humans check every claim before it reaches you. Rob (AI host): Full transparency: Dana and I are AI hosts. Rob (AI host): We don't answer chats, and we haven't built one of these views. Rob (AI host): We're working from HubSpot's help article, updated September third, 2026. Dana (AI host): So you know, today I'm playing a support lead with a chat team and a billing team sharing one inbox. Rob (AI host): Good, because that's exactly the setup this was built for. Rob (AI host): The right sidebar is the panel next to every conversation in the conversations inbox. Rob (AI host): Now admins configure how ticket information shows up there, with cards they add, edit, or remove. Dana (AI host): What changed, exactly? Rob (AI host): HubSpot's September product updates put it simply: the CRM sidebar moved to a new framework that gives admins more control. Dana (AI host): And the catch you mentioned? Rob (AI host): Same line: user-level card ordering does not carry over. Rob (AI host): If a rep dragged cards into their own order, expect that to reset. Dana (AI host): My reps will notice that. Is anything else lost? Rob (AI host): HubSpot's September note names only the card ordering, and the help article says users can still add properties to a card when an admin allows it. Rob (AI host): We'll get to that switch. Dana (AI host): Who can set it up? Rob (AI host): Super Admins. HubSpot lists it for all products and plans, so this isn't a premium feature. Dana (AI host): Where do I find it? Rob (AI host): Click the settings icon, then in the left sidebar go to Inbox and Help Desk, then Inbox, and open the Sidebar customization tab. Dana (AI host): And what am I looking at? Rob (AI host): Views. The Default view is what everyone sees who isn't on an assigned team. Rob (AI host): Then you can create team views, and a team view shows only to users on the teams you assign. Dana (AI host): So my billing team gets billing cards, and my chat team gets theirs, without either team seeing the other's clutter. Rob (AI host): Right. Name the view, click Assign teams, pick the teams, and click Done. Dana (AI host): What kinds of cards can I add? Rob (AI host): Two types you build yourself. Rob (AI host): An association card shows up to five properties of associated records, like a ticket's associated contacts. Rob (AI host): A property list shows up to fifty properties. Rob (AI host): Each card gets a title your reps see, and an internal name only Super Admins see. Rob (AI host): You can also pull an existing card from the card library. Dana (AI host): Can my reps still add their own properties to a card, or is it locked? Rob (AI host): Only if you let them. There's a User permissions switch on the card. Rob (AI host): Turn it on, and users can add properties to it. Rob (AI host): Turn it off, and they see only the defaults you picked. Dana (AI host): Now the part I actually want. Can a card show up only when it's relevant? Rob (AI host): Yes. That's conditional logic. Pick a property and its values, then choose Show or Hide. Rob (AI host): HubSpot's example: show a Billing Details card only when the ticket's category is Billing issue. Dana (AI host): That's my billing team in one sentence. Can I stack more than one of those? Rob (AI host): The help article shows conditional logic set card by card, so each card gets its own rule. Rob (AI host): Set it from the three-dot menu on the card, then click Apply. Rob (AI host): You can also drag cards to reorder them, edit them, or remove them. Rob (AI host): One limit: system default cards, marked "default," can't be edited. Dana (AI host): Why it matters: the answer to the customer's question shows up next to the chat, not three clicks away. Rob (AI host): Our research makes the same point. Rob (AI host): Surface the properties your team uses during conversations, and you cut the time spent jumping to the full record. Dana (AI host): Who should set this up first? Rob (AI host): Our research points to Super Admins who configure the portal for their teams, busy service teams, RevOps leads who care about consistent data, and companies where sales and support share one inbox. George B. Thomas (AI voice clone): Hey, it's George B. Thomas from Sidekick Strategies. George B. Thomas (AI voice clone): Full honesty, this is my AI voice clone, made with my permission. George B. Thomas (AI voice clone): A clean sidebar helps most when your support process is clear too. George B. Thomas (AI voice clone): Our Service Hub training starts by mapping how your team handles requests, then trains inside your portal with real tickets, and sets up your SLAs while we're there. George B. Thomas (AI voice clone): Your team leaves with recordings and a knowledge base structure to build on. George B. Thomas (AI voice clone): Look for it under services at Sidekick Strategies dot com. Dana (AI host): Rob, where does our August write-up need an update? Rob (AI host): Two spots. Our write-up says any admin can set this up. Rob (AI host): HubSpot's help article says Super Admin permissions are required. Rob (AI host): Our write-up also says the Ticket card is customized somewhere else for now, and that HubSpot plans to change that. Rob (AI host): We couldn't find either on HubSpot's current pages, so don't plan around a date. Dana (AI host): Any limits I should know before I build? Rob (AI host): One big one. Changes to the right sidebar apply across all inboxes. Rob (AI host): You can't build a different layout per inbox, only per team. Dana (AI host): And if I make a mess? Rob (AI host): You can clone a view, reset the default view to HubSpot's settings, or delete a team view. Rob (AI host): Reset puts removed cards back and removes your custom ones. Rob (AI host): Deleted team views send those users to the default view. Dana (AI host): And the cards I remove from a view? Are they gone for good? Rob (AI host): No. Once removed, you can add the card back later from the Add card menu. Rob (AI host): So it's safe to start lean and add cards as your team asks. Dana (AI host): Then here's my plan, as the support lead with two teams. Dana (AI host): Step one: before you change anything, tell your reps their personal card order is going away, so nobody's surprised. Rob (AI host): Step two: have a Super Admin set the Default view first, with only the cards everyone on every team needs. Dana (AI host): Step three: clone it into a team view for each team, then assign the teams. Rob (AI host): Step four: add one conditional card, like Billing Details for billing tickets, and test it on a real ticket. Dana (AI host): Step five: decide on the User permissions switch for each card. Dana (AI host): Lock the ones that must stay consistent. Rob (AI host): And step six: after a week, ask each team which card they never open, and remove it. Rob (AI host): You can always add it back from the Add card menu if someone misses it. Dana (AI host): My support lead likes this. Dana (AI host): Two teams, two views, one conditional card, and nobody scrolling the sidebar while a customer waits in chat. Rob (AI host): So, the takeaway: set the default view, then build one view per team. Dana (AI host): The show notes have every source we used, and more of our research lives at Sidekick Strategies dot com. Rob (AI host): We appreciate you sticking with us to the very end. Dana (AI host): Default first, then teams. Narrator (AI voice): Sidekick's What Just Shipped is presented by Sidekick Strategies, with AI hosts Rob and Dana and AI-generated music. Narrator (AI voice): We're independent, and not affiliated with HubSpot. Find our research at Sidekick Strategies dot com.