Last updated: May 27, 2021
In HubSpot, you store and manage information, including notes and emails back and forth, on ongoing issues with customers in your ticket records. A ticket is tracked through pipeline stages until the ticket is closed.
Your tickets index page is where all your tickets are displayed. You can:
- have an overview of your tickets in a table format or a kanban board format;
- quickly filter tickets based on their property values;
- create and save views that show only tickets that meet a certain criteria; and
- bulk edit tickets, including deleting them.
Learn more about managing your contacts, companies, and deals in their respective index pages.
Manage your ticket records
- In your HubSpot account, navigate to Service > Tickets.
- In the upper right:
- Actions: click to make changes to your tickets.
- Edit properties: select to edit your ticket properties. This option is only available in table view. Learn more on managing your properties.
- Add another pipeline: select to create a new ticket pipeline (Service Hub Starter, Professional, and Enterprise only).
- Restore tickets: select to restore certain deleted tickets. Only users with Account access or add and edit users permissions can use the recycle bin.
- Add pipeline automation: select to set up automated triggers and actions for your tickets (Service Hub Starter, Professional, and Enterprise only).
- Import: click to import records. You can import new records, import to bulk update existing records, or import to bulk associate records.
- Create ticket: click to manually create a new ticket.
- Actions: click to make changes to your tickets.
You can also export your ticket records.
View your ticket records
- In your HubSpot account, navigate to Service > Tickets.
- By default, your tickets will be displayed in a table. By default, they will be sorted so the most recently created tickets will be at the top.
- To locate a specific ticket, you can enter a search term in the search box under the tabs. Learn more about how the CRM search functions.
- To record or retrieve information on a ticket, click its name to access the ticket record.
Customize the table
Customize the table where your records are shown.
- If you're in the board format, to switch to the table format, click the table icon in the upper left.
- To edit the properties shown in the table, click Table actions on the right and select Edit columns. In the dialog box:
-
- On the left, select the properties you want to appear in the table.
- On the right, drag and drop properties to arrange them to how you want them to appear in the table. Click x to remove a property.
- Click Save.
- To sort your records using property values, click the property name at the top of the table.
- To resize your columns, click, hold, and drag the edge of the column to your preferred size.
- To re-arrange your columns, click, hold, and drag the handle of the column to your preferred area.
You can also bulk edit your tickets using the table.
Customize the board
You can customize the board where your records are shown. For further customization, learn how to change the secondary properties that appear on ticket cards when viewing in the board format.
- To switch to the board format, where you can see records in each pipeline stage, click the board icon in the upper left. In the board format, you can only view tickets of a specific pipeline and not across all pipelines, because the stages can be different.
- To sort the records within each stage, click the Board actions dropdown menu and select Sort. In the dialog box, click the Priority dropdown menu and select the property to sort by, then click the Sort by dropdown menu to determine the order. Click Save.
- To update the pipeline stages, click the Board actions dropdown menu and select Edit stages. This will bring you to the ticket settings.
- To change the style of the cards or update how many days or weeks must pass before a card appears inactive, click the Board actions dropdown menu and select Edit cards. In the right panel:
- Choose your card style by selecting the Default or Compact radio button. If you want to view associated contacts and companies on the card, select the Display associated contacts and company on card checkbox.
- By default, open tickets that are inactive will appear grayed out on your board after a specified number of days or weeks. Enter the number of days/weeks that must pass without any activity before a record appears inactive. Records will appear inactive after this amount of time without a logged note, call, email, chat or task. Tickets that are Closed will not be included. If you do not want the inactive cards to be grayed out, click to toggle the Inactive cards switch off.
- Click Save.
- Drag and drop records to change the records' pipeline stage.
- Click a record to view and work with it quickly in the right panel, and click the record's name to work with the ticket record fully.
Filter your ticket records based on their property values
You can further filter the tickets in the table, even when you're in a view.
- To view tickets from a specific pipeline, click the first dropdown menu at the top of the page and select the pipeline you want to view. In the board view, you can only view tickets of a specific pipeline and not across all pipelines, because the stages can be different.
- Click the default property dropdown menus (Ticket owner, Create date, Last activity date, Priority) and select the values that you want the displayed tickets to have.
- For other properties, click More filters, and in the right panel, search for and click the property. Learn how to set up your filter.
- If you are currently in the All tickets tab and already set up filters, you can save this set of filters as a view by clicking Save view in the upper right and selecting Save as new. In the dialog box, enter the name of the view, customize the users you will share the view with, and click Save.
- If you're in another view, you can click Save in the bottom left to update the view's filters.
You can also export ticket records that meet the filters.
View a specific subset of your ticket records
You can save sets of filters as a view, so you don't have to set them up again, and access them easily on your tickets index page.
- To change views on the tickets you see:
- In the table version, click the tab that you want to view.
- In the board version, click the second dropdown menu at the top of the page and select the view you want.
- To add a new view:
- In the table format, click Add view to add a view.
- In the board format, click the second dropdown menu at the top of the page and select Create new view.
- To view all available views for your user:
- In the table format, click All views.
- In the board format, click the second dropdown menu at the top of the page and select All views.
