How To Create Tickets In HubSpot CRM


Managing customer inquiries, issues, and requests efficiently is essential for providing exceptional customer support and maintaining positive relationships. HubSpot CRM offers a robust ticketing system that empowers businesses to organize and prioritize customer interactions effectively. In this guide, we’ll walk you through the steps to create tickets in HubSpot CRM. This process enables your support teams to address customer needs promptly and deliver top-notch service. With HubSpot’s ticketing system, you can streamline customer support operations and enhance customer satisfaction.

Step 1: Log in to HubSpot:

Access your HubSpot account by visiting the HubSpot website and logging in with your credentials.

Step 2: Navigate to Tickets:

  • In the top navigation bar, click on the “Service” tab.
  • From the drop-down menu, select “Tickets.”

Step 3: Create a New Ticket:

  • Click on the “Create ticket” button.
  • Fill in the relevant details for the ticket:

Contact or Company: Associate the ticket with a specific contact or company from your CRM database.

Subject: Provide a concise subject line that describes the issue or request.

Pipeline and Stage: Choose the appropriate pipeline (e.g., Support) and stage for the ticket.

Owner: Assign an owner to the ticket who will be responsible for its resolution.

Step 4: Add Ticket Details:

  • Under the “Details” section, provide additional information about the ticket, including the description of the issue or request.
  • You can also add attachments, notes, and custom properties to provide more context for the support team.

Step 5: Set Properties and Properties Groups:

If your HubSpot account has custom properties and property groups, you can set relevant values to provide more specific information about the ticket.

Step 6: Save and Create Ticket:

Click the “Create ticket” button to save the ticket and add it to the selected pipeline and stage.

Step 7: Manage and Update Tickets:

Once a ticket is created, you can manage and update it from the Tickets dashboard.

Assign tickets to specific team members, update ticket properties, add notes, and track the progress of ticket resolution.

Step 8: Close and Resolve Tickets:

When a ticket is resolved, you can update its status and mark it as closed. This indicates that the customer’s issue or request has been addressed.

Step 9: Use Automation and Reporting:

HubSpot allows you to automate ticket workflows and use reporting tools to track key metrics, response times, and resolution rates.