Step-by-step guide on how to create tickets in HubSpot

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

Managing requests, complaints, or issues in an organized way is essential for delivering efficient customer service. To support this, HubSpot provides a ticketing system that allows clear and structured tracking of every case.

Creating tickets in HubSpot helps centralize information, assign responsibilities, and maintain full traceability throughout the support process. This enhances team collaboration and improves the overall customer experience.

This step-by-step guide will show you how to create tickets in HubSpot, customize them based on your needs, and use them to strengthen your service strategy.

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

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

• What are HubSpot Tickets and, what are they used?
• Ticket creation channels within HubSpot.
  
  

What are HubSpot Tickets and, why are they used?

Tickets are all those requests, queries, complaints, or procedures that a customer or a lead makes to your company. Their characteristics depend on the type of industry of your company. The 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 centralized.

The tickets will have the contact information of the customer or lead that made them. Once they are in the service pipeline, they will follow through stages and control rules that the company defines.


These stages and rules can be modified, within the tickets configuration, to create stage limits that help the process and control the service executive's handling of the tickets.

Ticket Entry Channels within HubSpot

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

• Forms: When creating forms, HubSpot allows you to add properties of different nature. 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, there is automatically an automated process that 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 the conversation and indicate whether it corresponds to a ticket or not. 
  
  
  
• Chatbots: HubSpot has several types of chatbots models, many of which have ticket generation attributes in their programming.
  
  
  

• Ticket Pipeline: Additionally, HubSpot allows users within your organization with the appropriate permissions and service access to create and manage tickets. It is important to note that tickets can work, not only for customers but also within your own company. 
  
  

Using HubSpot’s ticketing system is a practical and powerful way to bring order to customer service operations. With each ticket, your team gains visibility into the status of every case and can act with greater speed and accuracy.

Beyond resolving requests, tickets in HubSpot allow you to gather key data, identify patterns, and make better-informed decisions.

When properly configured, tickets can become a core element of the customer experience and a consistent source of insight for business improvement.

If you want to learn 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 the use of methodologies. Schedule a meeting with a consultant.