Create tickets

With tickets, you can organize all of your customer inquiries in one place and track trends over time. You can create individual tickets from your tickets index page, a contact record, or your conversations inbox. You can also automate the process using workflows and the support form.

After creating tickets, learn how to create dashboards to report on your tickets.

Create a new ticket from the tickets index page

• In your HubSpot account, navigate to CRM > Tickets.
• In the upper right, click Create ticket.
• In the right panel, enter your ticket details. If you want to customize which properties appear here, click Edit this form at the top. 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 timeline in this panel.

Create a ticket from a record

To create a ticket from a record you want associated with the ticket:

• In the right panel of the record, in the Tickets section, click + Add.

• To create a new ticket:
  • Enter the details for your new ticket in the Create a new ticket tab. By default, the ticket will be associated to the contact or company record. Learn more about how you can pull in the timeline activity from the contact and company records.
  • Once you're done, click Create. A new ticket will be created.

The new ticket will be associated with the record. Learn more about the activities that will be associated to these different records.

Create tickets in your conversations inbox

Please note: accounts created after April 1st, 2024 do not have access to this functionality. 

You can create tickets in your conversations inbox from the following channels:

• Connect a HubSpot form in the conversations inbox. Make sure that the form includes ticket properties so submissions to the form will create tickets in your account. You can also respond to the visitor's inquiry directly in your conversations inbox. Learn how to add the form to your knowledge base, to your website and landing pages, or to your external website pages.

• Create tickets from new incoming emails sent to your team email account. With this setting turned on, tickets will also be created for email threads manually marked as not spam.

Please note: if someone responds to an existing email thread that's already associated with a ticket, their email will be added to the existing thread, but a new ticket will not be created.

• If you're using a connected Facebook Messenger account, create a bot chatflow for the Facebook Messenger account and use the Submit ticket action.

To view which of your email and form channels are connected to ticket pipelines:

• In your HubSpot account, click the settings settings icon in the top navigation bar.

• In the left sidebar menu, navigate to Inbox > Inboxes.
• In the Connected Channels section, any connected ticket pipelines will appear in the corresponding channel’s Connected to column. Click the name of the pipeline to edit the pipeline settings.

Create tickets with a workflow (Service Hub Professional and Enterprise only)

Set up a workflow to create tickets automatically based on specific enrollment triggers. Learn how to add actions in your workflow and use the Create a ticket action.