Master Hupspot Tickets & Tasks for Support Teams

Hubspot gives service teams a structured way to capture, organize, and resolve customer issues without losing track of any request. By using tickets and tasks correctly, you can turn a messy inbox into a clear, trackable support pipeline.

This guide walks you through how tickets and tasks work together, how to set them up, and how to use them every day to improve customer experience.

How Hubspot Tickets Work

Tickets in Hubspot represent individual customer issues, questions, or requests. Each ticket stores context, communication, and status in one place so any team member can step in and help.

Key Components of a Ticket

Every ticket record contains structured fields that help you manage the lifecycle of a support case.

• Ticket name: A short summary of the customer issue.
• Pipeline: The overall support process the ticket follows.
• Stage: The current step in that process (for example, New, In Progress, Waiting on Customer, Closed).
• Priority: Indicates urgency (Low, Medium, High).
• Owner: The user responsible for resolving the ticket.
• Associated records: Contacts, companies, deals, and conversations linked to the ticket.

Use consistent naming and clear priorities so your whole team can immediately understand what each ticket represents.

Typical Ticket Lifecycle

While every company can customize its pipeline, the general Hubspot ticket flow often looks like this:

1. New: Ticket is created from email, chat, form, or manual entry.
2. Triaged: Priority and owner are assigned.
3. In progress: Team works on the solution.
4. Waiting: Team waits on the customer or another internal team.
5. Resolved/Closed: Issue is solved and confirmed.

Clear stages make it easy to see where a ticket is stuck and who needs to act next.

Setting Up a Hubspot Ticket Pipeline

Before your team starts creating tickets, set up a pipeline that reflects your actual support process. This ensures consistency and better reporting.

Create or Edit a Ticket Pipeline

Follow these general steps to build a Service Hub pipeline that suits your team:

1. Open your service settings and navigate to the ticket pipelines area.
2. Create a new pipeline or edit the existing default pipeline.
3. Add stages that match your process, such as:
   • New
   • Assigned
   • Working
   • Waiting on Customer
   • Escalated
   • Resolved
4. For each stage, define the internal meaning and when a ticket should move in or out of that stage.
5. Customize ticket properties you want to capture, like issue type, product, or channel.

Once the pipeline is set, train your team on when and how to move tickets between stages so your Hubspot reporting reflects reality.

Connect Channels to Ticket Creation

To avoid manual work, connect your customer communication channels so tickets are created automatically when someone reaches out.

• Email: Route support inbox messages into your help desk so every email can become a ticket.
• Forms: Convert support form submissions into new tickets with pre-filled properties.
• Live chat and bots: Turn conversations into tickets when issues need follow-up.

Automatic ticket creation ensures all requests enter Hubspot in a consistent way and reduces the risk of missing messages.

Creating and Managing Hubspot Tickets

Once your pipeline is configured, your team will work with tickets every day. There are several ways to create and update them.

Ways to Create Tickets

Support teams can open new tickets from multiple places in the CRM.

• From the tickets index: Click to create a ticket and fill in required properties.
• From a contact, company, or deal record: Add a ticket directly from the record when a customer raises an issue.
• From conversations: Convert active chats or emails into tickets for ongoing work.
• Via automation: Use workflows to create tickets when certain conditions are met, such as an NPS survey response or a form submission.

Always associate the ticket with the correct contact and company so support history stays complete.

Updating Ticket Status and Ownership

Managing tickets in Hubspot is about keeping properties accurate so your views and reports stay reliable.

• Move tickets between stages as progress is made.
• Assign or reassign the ticket owner when responsibility changes.
• Update priority if the situation becomes more urgent.
• Add notes and internal comments for context that should not be visible to the customer.

Accurate ticket data lets managers identify bottlenecks and ensure that high-impact issues move quickly.

Using Hubspot Tasks With Tickets

Tasks are personal or team reminders to take specific actions by a certain date. When paired with tickets, tasks help ensure no step in the resolution process is forgotten.

When to Use Tasks vs. Tickets

Tickets track customer issues; tasks track individual to-dos. Use them together in these ways:

• Use tickets to represent the overall customer problem and its lifecycle.
• Use tasks for follow-ups, research, or internal actions required to close that ticket.

Examples include calling the customer, checking with engineering, or sending documentation.

Create Tasks From Ticket Records

From a ticket in Hubspot, you can create related tasks that keep work moving.

1. Open the ticket record in your help desk view.
2. Select the option to create a task.
3. Set a clear task name such as “Call customer about replacement options.”
4. Assign a task owner and due date.
5. Choose a task type if available (call, email, to-do).
6. Save the task so it appears in the owner’s task queue.

By creating tasks directly from tickets, you preserve context and link every action to the original issue.

Daily Workflow: Hubspot Tickets and Tasks Together

To get the most from Hubspot, define a simple daily routine for your service reps that combines ticket review and task execution.

Morning Ticket Review

• Open the tickets board and filter by your pipeline and ticket owner.
• Sort by priority or SLA to find urgent issues.
• Check new tickets and assign owners immediately.
• Move tickets to the appropriate stage based on current status.

Starting the day with a clear picture of open tickets helps reps focus on what matters most.

Executing Tasks Throughout the Day

After reviewing tickets, reps should work from their task queues.

• Open the tasks view filtered by today’s due actions.
• Complete calls, emails, and follow-ups associated with tickets.
• Update the ticket stage after each key action.
• Close tasks once completed and create new ones if additional steps are required.

This cycle of checking tickets, working tasks, and updating statuses keeps support operations organized and predictable.

Reporting on Hubspot Support Performance

Hubspot reporting turns your ticket and task data into insight. With consistent usage, you can monitor service quality over time.

Key Metrics to Track

Use dashboards to monitor these common support metrics:

• Ticket volume: How many tickets are opened in a given time period.
• Time to first response: How quickly customers receive an initial reply.
• Time to close: Average duration to resolve tickets.
• Tickets by channel: Volume from email, chat, forms, and other sources.
• Tickets by owner or team: Load distribution across your agents.

These metrics help you allocate resources and improve your process.

Resources to Extend Your Hubspot Setup

To deepen your configuration or integrate more advanced workflows, consider these resources.

• Review the original guide on tickets and tasks on the official Service Hub blog for visual examples and additional details.
• If you need help with CRM strategy, automation, or implementation, you can partner with specialists such as Consultevo to customize your setup.

By combining a clear ticket pipeline, disciplined task usage, and solid reporting, your team can use Hubspot to deliver faster responses, more consistent support, and better customer experiences.