In HubSpot, tickets are a way to store and manage all your customer inquiries in one place. You can keep track of the ticket through the pipeline stages.
All your tickets are displayed in your ticket home. In a ticket home, you can
- you can view tickets in a table format or a board format;
- filter tickets;
- create and save ticket views;
- bulk edit tickets and can also delete them.
Manage your ticket records
- Go to Service > Tickets in your HubSpot account.
- Click dropdown Actions: click to make changes to your tickets.
- Edit properties: this will edit your ticket properties. (This option is only available in table view).
- Restore tickets: this will restore certain deleted tickets.
- Add pipeline automation: This will take you to the main settings of your HubSpot account. There you can add pipeline automation.
- Import: this will import all your records. You can import new records, import to bulk update existing records, or import to bulk associate records.
- Create ticket: you can create a new ticket manually.
View your ticket records
- Go to Service > Tickets in your HubSpot account.
- Your tickets will be displayed in a table and sorted so that the most recently created tickets will be at the top, by default.
- You can search for a specific ticket by entering its ID, name, or subject in the search bar.
- Click the name of the ticket to access the ticket information.
Customize the table view
- Click the table icon in the upper left to switch to the table format if you are in board format.
- Click the dropdown Table actions select Edit columns to edit the properties that are shown in the table. In the new box:
- You can select the properties you want to appear in the table from the left.
- Drag and drop properties from the left to the right to arrange them to how you want them to appear in the table.
- Click x to remove a property.
- Click Apply.
- You can also bulk edit your tickets using the table.
Customize the board view
- In the board view, you can see records in each pipeline stage. In the board format, you can only view tickets of a particular pipeline and but not across all pipelines.
- In the dropdown Board actions:
- Sort: click to sort the records within each stage. In the new box:
- Click the dropdown Priority and select the property by which you sort out the ticket records.
- Click the dropdown Sort by to determine the order.
- Sort: click to sort the records within each stage. In the new box:
- Click Edit stages to update the pipeline stages. This will take you to the ticket settings.
- You can drag and drop records to change the records' pipeline stage.
- Click a record name to view and you can work on it in the right panel. Click View Record to work with the ticket record fully.
View a specific subset of your ticket records
- To change views on the tickets you see:
- In the table view, click the view tab that you want to view.
- In the board view, click the second dropdown at the top of the page and select the view you want.
- To add a new view:
- In the table view, click Add view to add a view.
- In the board view, click the second dropdown at the top of the page and select Create new view.
- To view all available views for your user:
- In the table view, click All views.
- In the board format, click the second dropdown at the top of the page and select All views.