How to Create and Manage Tickets in Hubspot

Using Hubspot for ticket management helps your support team track every customer issue from first contact to final resolution. This guide explains all the ways to create tickets, how they are associated with contacts, companies, and deals, and how to configure your pipeline so your team never loses sight of an open request.

Understanding Hubspot tickets and associations

Tickets in Hubspot represent customer issues, questions, or requests. Each ticket can be linked to other CRM records, allowing your team to see full context during conversations and follow-ups.

Key ticket associations in Hubspot

By default, a ticket created in the CRM is associated with:

• Contact records that relate to the request.
• Company records connected with the contact.
• Deals when relevant to ongoing sales processes.

When you create a ticket from an existing contact, company, or deal record, Hubspot automatically associates the new ticket with that record. This ensures a clear history of interactions and helps teams coordinate support and sales efforts.

Ways to create tickets inside Hubspot

Hubspot offers multiple methods to create tickets depending on your tools and subscription level. Some options require specific features, such as a connected inbox or workflows.

Create tickets manually in Hubspot

You can create new tickets directly from the tickets index page.

1. In your Hubspot account, navigate to Service > Tickets.
2. Click the Create ticket button.
3. In the right panel, select the appropriate ticket pipeline and stage.
4. Enter key details, such as ticket name, owner, priority, and source.
5. Associate the ticket with the relevant contact, company, or deal if needed.
6. Click Create to save your new ticket.

This method is ideal when support agents receive requests over the phone, in person, or from offline sources that do not automatically create tickets.

Create Hubspot tickets from contact, company, or deal records

Support and sales teams often need to log an issue directly from a specific record. You can do this using the record sidebar.

1. Open the relevant contact, company, or deal record in Hubspot.
2. In the right sidebar, find the Tickets card.
3. Click + Add > Create a ticket.
4. Enter ticket details and confirm associations.
5. Click Create.

The ticket is now automatically linked to that record, giving your team quick access to the context behind the issue.

Create tickets in Hubspot from forms

When you use Hubspot forms, you can automatically create a ticket every time a visitor submits a particular form. This is especially useful for support request or contact forms.

1. In your account, open the form editor for the form you want to use.
2. In the left panel, locate and add the Ticket object if it is not already included.
3. Map form fields to ticket properties such as ticket name, description, and priority.
4. Configure any required fields to ensure your team receives complete information.
5. Publish or update the form.

After configuration, each submission will create or update a contact and simultaneously generate a linked ticket. This keeps support requests organized without manual data entry.

Create tickets from conversations in Hubspot

If you use a conversastion inbox connected to your email or chat channels, you can convert incoming messages into tickets for consistent tracking.

1. Navigate to Conversations > Inbox in Hubspot.
2. Select a thread that represents a support request.
3. In the right sidebar, find the Tickets section.
4. Click Create ticket or link an existing ticket.
5. Fill in the pipeline, stage, and ticket details, then save.

This method ensures every important email or chat message is captured as a ticket, assigned, and monitored until it is resolved.

Create tickets with Hubspot workflows

You can automatically generate tickets using workflows when specific conditions are met, such as form submissions, property changes, deal movements, or lifecycle updates.

1. In Hubspot, go to Automation > Workflows.
2. Create a new workflow or edit an existing one.
3. Set enrollment triggers, for example: contact property changes, form submissions, or deal stage updates.
4. Click the + icon to add an action.
5. Select Create ticket as the workflow action.
6. Configure ticket properties, associations, pipeline, and stage.
7. Review and Turn on the workflow.

With automated ticket creation, Hubspot can transform customer signals into actionable work items without manual intervention.

Managing ticket properties and pipelines in Hubspot

To get the most value from tickets, you should customize properties and pipelines according to your support process.

Customize ticket properties in Hubspot

Ticket properties store key information that support teams rely on. Typical properties include:

• Ticket name to describe the request.
• Ticket status or stage within the pipeline.
• Priority such as low, medium, high.
• Source indicating where the ticket came from, like form submission or email.
• Owner to define responsibility.

You can manage and edit ticket properties from the Settings > Properties section and filtering by the ticket object. This allows you to add custom properties tailored to your support workflow.

Configure ticket pipelines and stages

Hubspot lets you define multiple ticket pipelines, each with its own stages. This is helpful if you separate technical support, onboarding, or account management workflows.

1. Go to Settings > Objects > Tickets.
2. Open the Pipelines tab.
3. Create a new pipeline or edit an existing one.
4. Define ticket stages that reflect your support process (for example: New, In progress, Waiting on customer, Resolved).
5. Assign probabilities and automation if needed.

A clear pipeline makes it easier to filter tickets, generate reports, and manage workloads across your Hubspot service team.

Best practices for working with Hubspot tickets

Once ticket creation is configured, your team can adopt best practices to keep service operations efficient.

Standardize how tickets are created

Decide which inputs should always generate tickets, such as:

• Support forms on your website.
• Email addresses monitored by your help desk inbox.
• Live chat sessions that escalate to more complex issues.

Use Hubspot workflows and the conversations inbox to maintain a consistent process instead of relying only on manual creation.

Ensure complete data on every Hubspot ticket

Incomplete tickets slow down resolution. Configure required properties and clear internal guidelines so that agents always fill in:

• Ticket description with accurate details.
• Priority and impact on the customer.
• Associated records, including contacts and companies.
• Owner and due dates if applicable.

This structure helps new team members quickly understand issues and improves reporting quality inside Hubspot.

Monitor open tickets and service performance

Use the tickets index and dashboards to keep track of open issues. In Hubspot, you can:

• Filter tickets by owner, priority, or stage.
• Save common views for daily standups.
• Build custom reports on resolution time and volume.

Consistent monitoring ensures customers receive timely responses and helps you identify bottlenecks in your support pipeline.

Helpful resources for learning more

To dive deeper into ticket creation features, review the official Hubspot knowledge article on creating tickets at this support resource. For broader CRM and implementation strategy support, you can also explore consulting and optimization services from Consultevo.

By setting up reliable ticket creation methods, customizing ticket properties, and managing pipelines effectively, your team can use Hubspot to deliver organized, responsive, and scalable customer support.

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