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Tickets

HubSpot's default ticket properties

Last updated: August 8, 2022

Applies to:

Service Hub Professional, Enterprise

HubSpot has a number of default ticket properties to capture the details needed to create a new ticket. You can also create custom ticket properties to capture the information most relevant to your business needs.

Learn more about HubSpot’s default contact propertiesdefault company properties, and default deal properties, and how to manage your properties, including viewing their internal names and creating new custom properties.

Ticket Information

  • Category: main reason customer reached out for help.
  • Close date: the date the ticket was closed.
  • Create date: the date the ticket was created.
  • Created by user ID: the user that created the ticket. This value is automatically set by HubSpot and cannot be modified.
  • First agent response date: the date of the first response from an agent.
  • HubSpot team: the name of the team associated with the owner of the ticket.
  • Last activity date: the last time a note, call, email, meeting, or task was logged on the ticket.
  • Last contacted date: the last time a call, email, or meeting was logged on the ticket.
  • Last customer reply date: the date of the last customer response.
  • Last modified date: the last time any property on the ticket was modified.
  • Next activity date: the date of the next upcoming activity for a contact. This is set automatically by HubSpot based on user actions in the contact record.
  • Number of associated companies: the number of companies associated with the ticket. This is updated automatically by HubSpot.
  • Number of times contacted: the number of times that calls were made to associated contacts, emails were sent to associated contacts, and meetings were set with associated contacts. This is set automatically by HubSpot based on the timeline in the contact record.
  • Owner assigned date: the most recent date a HubSpot owner was assigned to a contact. This is set automatically by HubSpot and can be used for segmentation and reporting.
  • Pipeline: the pipeline that contains this ticket.
  • Priority: the level of attention needed on the ticket.
  • Record ID: the unique identifier for the ticket. This field is set automatically and cannot be edited. This can be used when updating tickets through importing or through API.
  • Source: channel where ticket was originally submitted.
  • Ticket description: full description of ticket issue.
  • Ticket name: short summary of ticket. 
  • Ticket owner: the owner of the ticket. If you have automatic assignment rules set up in the conversations inbox, the ticket owner will be the same as the conversation owner. 
  • Ticket status: the pipeline stage that contains this ticket.
  • Time to first response SLA due date: the time between the ticket's first reply and the due date to respond to the ticket based on the SLA. This property will only appear if you've set SLAs in the inbox.
  • Time to first response SLA ticket status: the ticket's status based on the SLA for first response to a ticket. This property will only appear if you've set SLAs in the inbox. Options include:
    • Active SLA: an SLA is set for the ticket's first response, but it's not currently marked as Due soon, Overdue, or completed.
    • Due soon: the first response should be completed soon in order to meet the ticket's SLA.
    • Overdue: the first response to the ticket is overdue based on the SLA.
    • SLA completed on time: the ticket's first response occurred within the SLA time frame.
    • SLA completed late: the ticket's first response occurred outside of the SLA time frame.
  • Time to close: the time between when the ticket was created and closed.
  • Time to close SLA due date: the time between when the ticket was closed and the due date to close the ticket based on the SLA. This property will only appear if you've set SLAs in the inbox.
  • Time to close SLA ticket status: the ticket's status based on the SLA for closing a ticket. This property will only appear if you've set SLAs in the inbox. Options include:
    • Active SLA: an SLA is set for the time to close the ticket, but it's not currently marked as Due soon, Overdue, or completed.
    • Due soon: the ticket should be closed soon in order to meet the ticket's SLA.
    • Overdue: the time to close the ticket is late based on the SLA.
    • SLA completed on time: the ticket was closed within the SLA time frame.
    • SLA completed late: the ticket was closed outside of the SLA time frame.
  • Time to first agent reply: the time between when the ticket was created and an agent first replied.
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