Create and respond to tickets in help desk

Use help desk to navigate between existing tickets and create new ones without having to leave the workspace. Support agents in your account can create, respond, and comment on help desk tickets to manage customer issues more efficiently. 

By default, tickets will automatically be created via all channels you've connected to help desk. For example, if you connected a team email address support@mycompany.com to help desk, any emails to that address will create a ticket automatically. Learn more about connecting channels to help desk.

Please note: only Super admins and users with a Service Hub seat can access all features in help desk. Users with Service or Sales Access can still view and collaborate within the help desk workspace. However, they won't have access to all default views, help desk settings, and customizations. Users can only see tickets in help desk that they have access to. Learn how to limit access to tickets for your users. 

Create tickets in help desk

To create a ticket manually:

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In the help desk workspace, click the Create ticket button in the bottom left. 
• In the right panel, enter your ticket details. If you want to customize which properties appear here, click Edit this form at the top of the panel. The following fields are required by default:
  
  • Ticket name: provide a description for this ticket.
  • Pipeline: assign this ticket to a specific ticket pipeline you've created.
  • Ticket status: choose a specific ticket stage from the pipeline you've selected.
• To associate a company or contacts with the ticket, click the Company and Contact dropdown menus, then search for the company or contacts. Learn how to associate the relevant company or contact activities to the ticket.

Respond to tickets in help desk

• In your HubSpot account, navigate to Workspaces > Help Desk.
• Click a ticket to view the corresponding conversation. In the right sidebar, use the contextual information about the associated ticket, contact, and past conversations to inform your response to the contact's inquiry.
• Use the reply editor to respond to an incoming email, chat message, form submission or phone call:
  • To expand the reply editor while typing your response, click and drag the reply editor. 

• • Enter a reply, using the toolbar in the bottom left to add rich text formatting (e.g., bold, italics, etc.). You can also click Insert and select an option to attach content from another tool in HubSpot, including:
    • Knowledge base articles
    • Snippets
    • Video
    • Meetings
    • Documents
    • Quotes
    • Templates

• If the visitor you're responding to in your conversation was originally unknown, and they later provide you with their name or email address, you can then associate them with a contact:
• Locate one of the messages the visitor sent and click the search magnifying glass icon.

• In the right panel, click the Create new tab to create a new contact or click the Add existing tab to associate the visitor with an existing contact. This will also associate their ticket and your conversation with them.
• At the bottom of the panel, click Save.

Comment on a conversation

Use the Comment tab to notify another team member of the conversation. This comment will not be visible to the contact.

For tickets created from incoming calls, the Comment tab will only appear if an outbound email is drafted or sent.

• In your HubSpot account, navigate to Workspaces > Help Desk.
• Click a ticket to view the corresponding conversation, along with details about the associated records (e.g., contacts, companies, and deals). 
• In the Reply editor, click the Comment tab.
• Type @ and your team member's name, then enter your message.
  • Use the icons across the bottom of the email editor to modify your text style, insert a link, or upload a file.
  • To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.
• Click Add comment. A notification will be sent to the team member with a link to the conversation.

Manage tickets in help desk 

After creating and responding to customer issues in help desk, you can edit, follow, split, merge, move, or delete your tickets. This helps your team stay up-to-date on recent ticket activity and keeps the ticket list organized. Learn more about managing tickets in help desk.