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Create tickets

Last updated: April 8, 2024

Available with any of the following subscriptions, except where noted:

All products and plans

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.

Please note: accounts created after April 1st, 2024 do not have access to some of the functionality listed below. 

Please note:

  • Accounts created after April 1st, 2024 do not have access to some of the functionality listed below. 
  • Accounts that have the Business Units Add-on can create contact records for a specific business unit by selecting it in the main navigation, then, continuing one of the following processes.

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.


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.

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:


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.


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.

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