Service & CX

How to create tickets in HubSpot & help clients self-serve

7 min read


Excellent customer service creates excellent customer experiences. And these days, customer experience is everything. In this blog, we take you through the steps on how to create tickets in HubSpot and how to help your clients self-serve.

Only you have specific answers to your customers’ questions and specialist solutions to their problems — so the quicker they receive them, the better the outcome for your business. This is why it’s mission-critical for your service agents to create tickets in HubSpot.


What is a ticketing system or portal? 

HubSpot defines a ticketing system as “a customer service tool that helps companies manage their service and support cases. The system or app creates a "ticket" which documents customer requests and interactions over time, making it easier for customer service reps to resolve complicated issues”.

If you know your way around HubSpot’s intuitive dashboard, creating tickets is relatively quick and easy.

How to create tickets in HubSpot

With HubSpot’s ticketing system, you can create individual tickets from your contact record or conversations inbox. The system can also automate the process using workflows and support forms.

1. How to create a ticket from tickets home:

  • Navigate to Service > Tickets.

  • Click Create ticket.

  • Enter your ticket details in the right-hand panel. Click customise the properties if you want control over which properties appear. 

These fields are required by default:

    • Ticket name: describe the ticket.

    • Pipeline: assign the new ticket to a specific pipeline.

    • Ticket status: choose a specific ticket stage from the pipeline you've selected.

  • To associate a company or contact(s) with the ticket, click the Company and Contact dropdowns to search for their respective names.

  • Click Create.

Excellent customer service creates excellent customer experiences. And these days, customer experience is everything. 

Only you have specific answers to your customers’ questions and specialist solutions to their problems — so the quicker they receive them, the better the outcome for your business. This is why it’s mission-critical for your service agents to create tickets in HubSpot.

2. How to create a ticket from Contact or Company record:

  • Navigate to your contacts or companies.

  • Click Preview in the right panel to see specific contact or company details or click Edit to open the full record.

  • In the Tickets section, click Add.

  • To create a new ticket:

    • Enter the details for your new ticket in the Create a new ticket tab. By default, the ticket will be associated with the contact or company record.

  • Click Create to set up a new deal.

  • If there are existing deals that you want to associate the contact with:

    • Click the Add existing ticket tab.

    • In the search box, enter terms to identify the existing ticket.

    • Choose the tickets you want to associate with the contact or company record.

    • Click Save.

It’s as simple as that.

HubSpot’s ticketing system is a powerful tool that reduces customer service friction and empowers agents with historical information from an accessible, centralised hub. That said, the system leaves something to be desired in terms of customer self-service.

What is customer self-service?

Customers expect a fast, frictionless experience that solves issues and answers questions thoroughly.

But sometimes this is not possible. 

In the digital age, it’s easier than ever to log tickets and submit grievances. Due to this frenetic feedback, customer service teams are often hampered by trivial queries or minor problems that shouldn’t require their services. 

Thankfully, there is an empowering solution. A self-service ticket portal lets clients solve and troubleshoot their problems without having to request the help of an agent. Users can log requests, track them and browse comprehensive FAQs and knowledge bases to find answers and solutions to their problems.

As HubSpot’s Service Hub does not currently house a self-service portal for customers of companies, we decided to create one.


Introducing the Customer Service Ticket Portal by Huble Digital

Huble Digital’s Customer Service Ticket Portal (CSTP) extends the Service Hub to give customers access to a secure portal for registering issues and creating tickets. 


The CSTP enhances:

Customer self-service and experience: Customers can create tickets 24/7 and will always know the status of each of them. They can follow threads, evaluate feedback and see the full history of client-business communications.

Ease-of-access and communication: Automated workflows will notify customers of status changes on support requests. Customers also have full visibility of these notes and changes in the portal.

Scalability: Support teams can guide the self-service process and provide feedback to important questions (rather than over email and phone).

Integration: Huble Digital’s CSTP integrates fully with HubSpot Service Hub and all of the central HubSpot CRM data held for that customer.

Visit the CSTP product page for a comprehensive breakdown of the portal’s features or contact a Huble Digital consultant to discuss your customer service options.

Not using HubSpot yet?

Book a demo with our team today.

Latest Insights

Marketing & Growth

19 min read

Essential HubSpot workflows you should implement today (July 2024)

HubSpot workflows are the perfect way to automate professional processes. We unpack our favourite HubSpot workflows to showcase how useful they are.

Read more

Marketing & Growth

24 min read

Your guide to building multi-language websites in HubSpot

Explore how to create multilingual websites in HubSpot Content Hub, how best to use them, and best practices for maximising their impact.

Read more

Sales & CRM

91 min read

The true cost of HubSpot: Exploring HubSpot's Total Cost of Ownership

This guide takes a look at the total cost of ownership (TCO) of HubSpot as well as the TCO of Marketing Hub, Sales Hub, Service Hub and Content Hub.

Read more

Sales & CRM

20 min read

HubSpot HIPAA compliance: everything you need to know

Explore HubSpot's HIPAA compliance. We cover the basics of HIPAA, challenges HubSpot faced, and HubSpot's new tools to meet compliance requirements.

Read more

Marketing & Growth

21 min read

Enhancing your marketing processes with HubSpot AI

Learn how you can integrate HubSpot’s AI assistants into your marketing processes to optimise your efforts and supercharge efficiency. 

Read more

Sales & CRM

17 min read

How to plan for a successful HubSpot Implementation

Key aspects of planning and managing HubSpot implementation. We'll guide you through every step to ensure a successful HubSpot implementation.

Read more

Marketing & Growth

10 min read

Why it might be time to consolidate marketing agencies

Learn why & when to consolidate your marketing efforts with an agency specialising in strategy, creative solutions & technical expertise.

Read more

Technical & Integrations

5 min read

HubSpot’s cookie consent banner update: What you need to know

HubSpot is updating its cookie consent banner to version 2 on July 5, 2024. Here’s what you need to know about the update & how to prepare for it.

Read more

Sales & CRM

27 min read

HubSpot user adoption: a comprehensive guide to boosting CRM adoption

Explore strategies, best practices, and tools to drive user adoption in HubSpot, ensuring a smooth transition and maximising user engagement.

Read more

Sales & CRM

37 min read

HubSpot security and compliance: best practices and automated tools

Explore how to leverage HubSpot’s security tools and resources to mitigate risks and ensure Security and Compliance in HubSpot.

Read more