How to create and manage a ticket in HubSpot Service Hub

Support tickets are at the heart of any customer service operation—and in HubSpot Service Hub, managing them is straightforward and effective. Whether it’s a product issue, a feature request, or a general customer query, creating and managing tickets properly ensures nothing falls through the cracks and your customers feel supported throughout.

This article will guide you through how to create a ticket manually, how they’re created automatically, and best practices for managing them efficiently.

 

What Is a Ticket in HubSpot?

A ticket is a record of a customer request or issue. It helps your team track the progress of that request through various stages—like “New,” “In Progress,” and “Closed”—until it’s resolved. Tickets can be created manually by your team or automatically through emails, forms, or chat messages.

 

How to Manually Create a Ticket

You can create a ticket directly from the Tickets dashboard, or from within a contact or company record.

To create a ticket:

1. Go to Service > Tickets
2. Click Create Ticket
3. Fill in the details:

4. • Ticket name – A short, clear title

   • Pipeline and stage – Choose where the ticket sits in your support process

   • Associated records – Link to a contact, company, or deal if relevant

   • Description – Add a clear summary of the customer issue

   • Priority – Optional, but helpful for sorting and response planning

5. Click Create

💡 Pro Tip: When creating a ticket from a contact record, HubSpot will automatically associate the ticket with that contact (and their company).

 

How Tickets Are Created Automatically

HubSpot can generate tickets automatically from several sources

• Email – When a customer emails your connected inbox (e.g. support@yourcompany.com)

• Live Chat or Chatbot – When conversations require follow-up

• Forms – When a customer fills out a support request form

• Workflows – You can use automation to create tickets based on certain triggers (e.g. low survey rating, product usage issue, etc.)

Setting up automation means your team doesn’t need to manually log every issue—giving them more time to focus on solving problems.

 

Managing Tickets Effectively

Once tickets are created, it’s important to stay on top of them. Here’s how to manage them efficiently:

1) Use Ticket Views

Create saved views to organise tickets by:

• Owner

• Stage

• Priority

• Time since last activity

This keeps your dashboard clean and helps each rep focus on what matters most.

2)  Update Ticket Stages

Move tickets through your pipeline as progress is made. For example:

• New → In Progress → Waiting on Customer → Closed

Clear stages ensure your entire team—and the customer—know what’s happening.

3) Log Activity

Use notes, emails, calls, and tasks to document all updates. This builds a full timeline of the issue and helps teammates jump in if needed.

💡 Pro Tip: Use snippets and templates to save time when replying to common issues.

 

Assign and Prioritise

To avoid bottlenecks, assign tickets to the right rep as soon as they come in. You can also set priority levels (High, Medium, Low) to manage response times.

If you’re using workflows, you can automate ticket assignment based on topic, customer type, or other criteria

Closing the Loop

Once an issue is resolved:

• Update the ticket to “Closed”
• Add a closing note or email the customer a summary
• Optionally, trigger a customer satisfaction survey to gather feedback

💡 Pro Tip: You can set up automation to request feedback automatically when a ticket is closed.

 

In Summary

HubSpot makes it simple to track every customer issue from start to resolution. With organised views, clear ownership, and automation tools, your team can provide fast, consistent support without the stress.