Help Desk is a single workspace where your support team manages tickets from every channel you have connected. Open tickets sit in a list on the left, the conversation sits in the middle, and the customer record sits on the right. Because it runs on HubSpot's CRM, each ticket shows past tickets, deals, and company details on the same screen as the reply box, so agents stop hunting for context across tools.

An SLA, short for service level agreement, is the response time you promise your customers. In HubSpot you can set three targets, covering how long someone waits for a first reply, for each following reply, and for the issue to be resolved. Without one, "we'll get back to you soon" means something different to every person on your team, and you have no way to tell a good week from a bad one.

Both come with Service Hub Professional and Enterprise. Your agents need an assigned Service Seat to use custom views and see SLA warning labels, and Super Admin permissions are required to configure the SLA goals themselves. Worth checking your seat count early, since agents without one will work blind to the deadlines you set.

Yes. Super admins can move chatflows, connected email, calling, and form channels over from the HubSpot conversations inbox, and you can bring historical conversations across at the same time. The move is one-way in the interface, so it pays to set up Help Desk properly and test with a low-volume channel before you migrate your main support address.