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How To Use Tickets In HubSpot

HubSpot Ticketing For Simplified Customer Support: Step-By-Step Guide For Setup, Automation, And Management

HubSpot Tickets give businesses a simple way to track, manage, and resolve customer issues inside their CRM. Beyond just capturing problems, tickets can help streamline entire support processes, improve response times, and give teams valuable insights into recurring customer needs. Done right, tickets turn customer service into a real advantage.

What HubSpot Tickets actually are

A HubSpot ticket is a record of a single customer issue or request. Each ticket moves through a customizable pipeline that matches your service process (triage, investigation, resolution, or follow-up). Every ticket ties directly to contacts, companies, deals, and conversations in HubSpot, giving your support team full context for every issue.

How to create tickets in HubSpot

Manually:

  1. Go to the Service menu and select Tickets.
  2. Click Create ticket.
  3. Enter key details: ticket name, pipeline, stage, priority, owner, and description.
  4. Link it to the relevant contact or company.

Automatically:

  • Set up workflows that generate tickets from form submissions, live chats, or incoming support emails.
  • Connect your Conversations Inbox to automatically convert incoming emails or chats into tickets.

Refer to HubSpot's official guide for a detailed walkthrough.

How to manage tickets effectively

Use the pipeline view:

  • See tickets organized by stage.
  • Drag tickets to new stages as work progresses.
  • Filter by owner, priority, or custom properties to focus your view.

Work inside the ticket record:

  • View all emails, calls, notes, and chats tied to the ticket.
  • Add internal comments to document updates or tag teammates.
  • Update the ticket status and priority as you go.
  • Track time to resolution for performance insights.

Automate follow-ups:

  • Build workflows to notify customers when tickets are updated or closed.
  • Send automated satisfaction surveys after resolution.

For a deeper dive into managing tickets alongside tasks, HubSpot's Service Hub article is a helpful resource.

Example of a working ticket scenario

A customer emails your support inbox because they can't log into their account. HubSpot automatically creates a new ticket, attaching the email to the ticket record.

The agent sees the ticket marked "New." Since it's urgent, they set priority to "High," reply to the customer directly from HubSpot, and schedule a follow-up call. The call log automatically attaches to the ticket.

After troubleshooting, the agent resets the password and confirms the issue is fixed. They move the ticket to "Resolved." A follow-up survey is automatically sent to the customer for feedback. Every interaction stays organized inside the ticket record for full visibility.

Why tickets in HubSpot matter

Using tickets in HubSpot gives your team a structured system:

  • Every issue has an owner and clear status.
  • Full customer history is available in one place.
  • Automation removes manual steps and catches issues quickly.
  • Reporting tools identify trends, recurring problems, and team performance.
  • Leadership gains clear visibility to improve service delivery over time.

Make your HubSpot tickets work for you

If your team isn’t fully using HubSpot Tickets yet, you’re missing out on powerful efficiencies. We help businesses customize ticket pipelines, automate ticket creation, and build reports that facilitate meaningful insights to act upon.