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Tickets

Create tickets

Last updated: September 1, 2021

Applies to:

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.

Create a new ticket from the tickets index page

  • In your HubSpot account, navigate to Service > 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 customize the properties at the bottom. 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.

ticket-create-sidebar-associate

Create a ticket from a record

You can associate an existing ticket with a specific contact, or create a new ticket directly from the contact record or the contacts dashboard.

  • Navigate to your records:
    • Contacts: In your HubSpot account, navigate to Contacts > Contacts.
    • Companies: In your HubSpot account, navigate to Contacts > Companies.
    • Deals: In your HubSpot account, navigate to Sales > Deals.
    • Custom objects: In your HubSpot account, navigate to Contacts > Contacts, then click the dropdown menu in the top left and select the name of the custom object.
  • Click the name of the record you want to create a ticket from.
  • 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

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

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

  • In your HubSpot account, click the settings icon settings in the main 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.

connected-channel-ticket

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.