HubSpot tickets are records that capture each customer support request so your team can track its status, owner, priority, and SLA in one place. Tickets move through a support pipeline, link to the contact and company who raised them, and give every agent the full conversation history. The result is faster resolution and a clear view of who owns what.
What it does
Every request becomes a record you can manage
A ticket carries the details your support team needs to act, follow up, and report on resolution.
Status tracking
See where each request sits, from new to closed.
Clear ownership
Assign a single owner so nothing falls between agents.
Priority levels
Sort low, medium, high, and urgent so the right work surfaces first.
SLA timers
Track time to first response and time to close against your targets.
Linked context
Each ticket connects to the contact, company, and conversation behind it.
Custom fields
Capture product, region, or issue type to route and report more precisely.
Support pipelines
A pipeline that mirrors how your team actually works
Tickets move through stages you define, so a request is never just open or closed. Teams running mixed channels such as email, web chat, and LINE can manage every request in the same pipeline.
- Build stages like New, Waiting on customer, In progress, and Closed
- Run separate pipelines for support, onboarding, and returns
- View tickets as a board or a list, filtered by owner or priority
- Drag a ticket between stages or let automation move it for you
LINENattaya K.Is the deluxe room free?
EmailJames L.Quote request
FacebookSiri P.Opening hours?
Hi, is the deluxe room free next weekend?
Yes, we have availability. Want me to hold it for you?
Yes please, that would be great.
Setup
How to set up ticketing in Service Hub
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Connect your channelsLink your support email, chat, forms, and messaging apps so incoming requests reach a shared inbox.
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Define your pipeline stagesMap the steps a request passes through, from first reply to resolution, and name them to match your process.
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Set properties and priorityDecide which fields each ticket needs, such as priority, category, and product, and mark the ones agents must fill in.
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Add routing and SLA rulesAutomate owner assignment, stage moves, and SLA targets so urgent work is escalated without manual sorting.
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Report on resolutionBuild dashboards for open volume, response time, and time to close, then refine stages and rules as patterns emerge.
Related
Build a connected support workflow
Tickets are one part of Service Hub, which gives your team the tools to capture, route, and resolve requests in one place.
FAQ
Common questions
What is a ticket in HubSpot?
A ticket is a record that represents a single customer support request. It stores the status, owner, priority, and related conversation, and it moves through a support pipeline so your team can track the request from first contact to resolution.
How are tickets different from deals?
Both are records that move through pipelines, but deals track sales opportunities and revenue while tickets track support requests and service issues. They use separate pipelines, stages, and properties so your sales and support teams each work in a view built for their job.
Can tickets be created automatically?
Yes. You can create tickets automatically from incoming support emails, web chat, forms, and connected messaging channels, or trigger them with workflows. Automation can also assign an owner, set priority, and move a ticket between stages based on rules you define.
Do tickets work with LINE and other messaging channels?
When a messaging channel such as LINE is connected to your shared inbox, an incoming message can become a ticket with an owner and status, the same as an email or chat. This helps teams in Thailand and the wider region manage messaging-first support inside the same pipeline as every other channel.
How do SLAs work with tickets?
You can set targets for response and resolution time, then track each ticket against those targets. Tickets that approach or pass a target can be flagged or escalated through automation, and dashboards show how your team is tracking against the goals you set.