Service Tickets in HubSpot Service Hub

Delivering quality customer service involves more than just responding to requests—it requires structure, follow-up, and efficiency. The Service Hub module in HubSpot makes this possible through a centralized ticketing system.

Tickets in HubSpot act as records that track each interaction, assign responsibilities, and provide full visibility throughout the support process. This functionality enhances team collaboration and maintains a clear history of every customer.

This guide explains how to use the service ticket system in HubSpot Service Hub to improve support, accelerate response times, and deliver a consistent customer experience.

How to create a service ticket in HubSpot Service Hub?

Discover what HubSpot service tickets are, their functions, and how they automate the service team and improve the customer experience.

HubSpot is a CRM that is responsible through its omnichannel differentiator. It supports companies to centralize within their environment, all areas of business of your company, and interactions that customers and prospects make with your business.

One of these business areas is the service module HubSpot Service Hub.

Within this blog, we will address one of HubSpot's Service Hub tools, tickets. Regarding this tool, we will analyze the following aspects: 

• What is HubSpot Tickets, what are they for, and what are their functions?

• Ticket Entry Channels within HubSpot.

What is a Service Ticket in HubSpot Service Hub, and what is it for?

Tickets are requests, queries, complaints, or procedures that a customer or a lead makes to your company. Their characteristics depend on the type of industry to which your company belongs. Tickets in HubSpot fulfill these functions, and their purpose is basically to manage this set of queries and requests made by the customer or a lead to your company.

HubSpot has a service request flow channel or "service pipeline" through which all the tickets your company receives are managed.

The tickets will contain the contact information of the customer or lead that creates the ticket. Once in the service pipeline, the tickets will go through stages and control rules that your company will define.


Can modify these stages and rules within the tool's configurations to create limits in the stages that help the process and control the service executives' handling of the tickets.

Ticket Entry Channels within HubSpot

There are many ways to generate tickets within HubSpot that feed the service process to your team. The channels are as follows: 

• Forms: When creating forms, HubSpot allows you to add different properties regarding the information you want the lead or customer to fill out. So this tool can be adapted for service teams, and once the person fills out their data, an automated process automatically generates tickets.
  
  
• Emails: Every time they enter emails to your company's inbox, HubSpot allows you to define the users to whom you will assign that conversation and indicate whether it corresponds to a ticket or not. 
  
  
• Chatbots: HubSpot has several chatbots models, and several of them have ticket generation attributes in their programming.
  
  
  

• Ticket Pipeline: HubSpot allows users within your organization with the appropriate permissions and service access to create and manage tickets. It is important to note that you can execute tickets for customers and within your own company. 
  
  

Using service tickets in HubSpot Service Hub transforms customer support into a more agile, organized, and measurable operation. Each ticket becomes an opportunity to create value and strengthen the client relationship.

With tools like automation, reporting, and custom views, HubSpot allows you to tailor the ticketing system to your team's or industry's specific workflows.

Incorporating this functionality into your service strategy not only improves operational efficiency but also enhances your brand’s perception in the eyes of your customers.


If you desire to comprehend more about the capabilities of HubSpot's service module, I invite you to read the following blog: What is HubSpot Service Hub, and what are its tools? At ICX, we automate business processes in marketing, service, and sales through accompanying methodologies. Schedule a meeting with a consultant.