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You will find a centralized space where your team can track, manage, and resolve customer issues, requests, or support inquiries. The Tickets tool is part of HubSpot's Service Hub, designed to help customer service teams stay organized and efficient.
WHAT YOU WILL FIND IN THE TICKETS TAB
1. List of Tickets (Ticket Pipeline View): A table or board view of all customer support tickets.
2. Ticket queues: Group tickets based on:
Priority
Teams
Channel
Issue Type
Helps in auto-assigning tickets to the right agents.
Each ticket includes details such as:
Ticket Name (subject or issue description)
Status (Open, In Progress, Closed, etc.)
Priority (Low, Medium, High)
Associated Contact or Company (with profile pictures/logos)
WHAT YOU WILL FIND IN THE TICKETS PAGE
This is where you manage customer support tickets, track their progress, and ensure timely resolutions. This page provides multiple views, including a list of tickets, detailed ticket information, and a pipeline-style board.
Update as of 06/11/2025
To enhance efficiency and ensure all staff have the necessary information, we have revised the details shown on the left-hand panel for Tickets and also updated the 'Overview' panel with crucial information.
This change will affect all teams except sales (prospecting PL), Events, and Product. We have now divided the sections into smaller categories to provide clearer insights into the information's purpose.
Here is a short video walkthrough on the changes: Ticket update
Ticket List View: A list of all customer support tickets in a table format.
Information is divided under 4 categories:
About this ticket (Ticket Team Owner, Ticket Owner, Ticket Description, Category, Flight Ticket Type, Ops Ticket Type).
Associated Deal Information (Package Type, Booking ID, Departure Date, Supplier Name, Supplier Reference).
Flight Information (Information from Flight form).
Finance (Finance Information for Ops Team).
Ticket Overview - Middle Panel
Data highlights
This is where you can see the ticket's creation date.
Ticket summary
With AI (ChatGPT), you can find a summary about the ticket.
You can also ask the AI about the deal with the use of the ''Ask a question''.
Ticket Overview - Middle Panel
Customer Inbound activity totals
This is where you can see the number of emails in this chain, along with the related calls and chats connected to this ticket.
Recent Activities
Pinned Activities
Upcoming Activities
Ticket details page: Clicking on a ticket opens its details page, where you can see:
Customer Information (with profile picture/logo).
Ticket Description (with attachments like screenshots or documents).
Conversation History (email/chat threads, including embedded images).
Internal Notes (agents can add notes with images or links).
Activity Timeline (logs of emails, calls, and ticket updates).
Associated Deals, Contacts, or Companies (with their logos or pictures).
TICKET PIPELINES
In HubSpot, a pipeline is where deal stages or ticket statuses are set. For sales, pipelines can be used to predict revenue and identify roadblocks. For service, pipelines can be used to manage ticket statuses and analyze blockers.
Each stage in a pipeline is identified by a unique internal ID, meaning it can only be a member of one pipeline. Each pipeline always has at least one stage, and each account has at least one pipeline.
SUPPORT PIPELINE will be our key pipeline for Customer Service.
RESPONDING TO A TICKET IN SUPPORT PIPELINES
In HubSpot, there are three ways on how to respond to a ticket. By selecting the 'Deal,' 'Contact,' or 'Ticket' itself.
This will be your view when you click the ticket. Simply click the ‘reply button’ to respond.
This will now become your view.
When you're ready to send your response, always associate it to the contact, deal, and the ticket it belongs to for easy tracking and update.
Once your email has been sent, this is how your response will appear. If the response is successfully associated, it will be visible towards the Contact, Deal, and Ticket.
CORRECT CONTACT ASSOCIATONS IN HUBSPOT
update as of 06/05/25
It is important for historical tracking that we correctly associate tickets/tasks/deals/contacts etc for transparency of communication, however, such a thing as too much association and this can have consequences, especially if associating additional contacts to a deal.
WHAT WILL HAPPEN IF YOU ASSOCIATE A CONTACT TO THE DEAL?
That contact will receive all automated communications/emails.
Before adding a contact to the Deal, be sure to check first the Verification and Compliance Protocol.
WHAT WILL HAPPEN IF YOU ASSOCIATE A SUPPLIER TO THE DEAL OR A CUSTOMER TO A TA BOOKING?
If you incorrectly associate, you are going to cause the generation of emails to an incorrect person.
HOW TO AVOID INCORRECT DUPLICATE ASSOCIATIONS TO DEALS?
Ensure that you are not associating a contact to a deal, if that contact should not be receiving all communication relating to that booking.
If a customer contacts us about a TA booking for example, you can associate the ticket to the deal for visibility, but do not associate the customer contact.
HOW TO AVOID DUPLICATE CONTACTS FOR THE SAME PERSON?
If an aircall contact is created as the caller was not recognized, if you are able to establish that there was an error in their phone number, or they have more than 1 phone number, update the EXISTING contact, rather than associate a new secondary contact.
Keywords: support tickets, service tickets, hubspot tickets, customer support, issue tracking, ticket pipeline, customer email
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