When you connect a form to help desk, form submissions automatically create tickets that your support team can manage and respond to in one place. You can configure ticket properties and routing rules to ensure incoming requests reach the right team members.
For example, you can connect a support request form on your website to help desk so that each submission creates a ticket. You can then automatically assign tickets to your support team and respond to customer inquiries directly from help desk.
Connect a form channel
In your HubSpot account, click the settings icon in the top navigation bar.
In the left sidebar menu, click Inbox & Help Desk > Channels.
Inthe Web and apps channels section, click Form.
In the top right, click Connect Form.
Click the Send incoming conversations to dropdown menu and a help desk channel.
Click Next.
Select an existing form or set up a new form:
If you’re connecting an existing form, click the Select a form dropdown menu and select an existing form.
To set which properties new tickets from this form channel will include, click the Edit ticket details arrow and use the dropdown menus to set the Ticket pipeline, Ticket status, and Ticket priority.
To add a ticket property that isn't listed, click Add another property.
Please note:
The Ticket Pipeline and Ticket Status fields included on new forms by default are hidden and will not appear in the editor or on the live form. You can edit the ticket pipeline or status when editing the default ticket properties in your form settings. If the form channel is removed from the help desk, ticket properties will be automatically removed from the form as well.
If you're assigned a seat, you can set routing rules so that tickets from incoming form submissions are automatically routed to specific users and teams in your account. Click the Assign incoming tickets to dropdown menu and select a routing option:
Customer agent: assign an AI powered customer agent to respond to support questions. If the customer agent can't answer, the ticket will be reassigned based on your handoff settings. Learn how to set up and customize the customer agent's handoff process.
Specific users and teams: assign incoming tickets from form submissions to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
Team only (no specific user): assign incoming tickets to teams without assigning a ticket owner. Tickets will be routed to the selected team and will appear in team-based views, including My Team's Unassigned and My Team's Open. Only teams with at least one user who has a Service Hub seat can be selected for team routing.
Use skill-based routing: assign incoming tickets to users based on skills. For example, route tickets to users with the skill Python or French. Learn more about setting up skill-based routing in help desk.
Contact owner: assign incoming tickets from form submissions to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the contact owner is unavailable, at capacity, or ineligible to receive the conversation, it'll be routed according to the configured fallback rule. To configure a fallback rule:
Click the If there is no contact owner, assign to* dropdown menu and select an option:
Specific users and teams: assign incoming tickets to the selected users or teams using your preferred distribution method.
No owner: leave incoming tickets unassigned when the contact owner cannot receive them.
No owner: leave incoming tickets from form submissions unassigned.
If no agents are available, the conversation will be unassigned. You can clear the Assign to available users only checkbox to turn off assignment based on agent availability.
Service Hub
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