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Create tickets

Last updated: April 14, 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.


Create a ticket from the contact or company 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.

  • In your HubSpot account, navigate to your contacts or companies.
  • Hover over a specific contact or company and click Preview to see more details in the right panel, or click Edit to open the full record.
  • In the Tickets section, click Add.

  • To create a new ticket:
  • If there are existing deals that you want to associate the contact to:
    • Click the Add existing ticket tab.
    • In the search box, enter terms to identify the existing ticket.
    • Select the tickets you want associated to the contact or company record.
    • Click Save.

The new or existing 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.


Create tickets with a workflow

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.