Work with your ticket records
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With tickets, you can organize all of your customer inquiries in one place and track any interactions regarding to the issue over time. Learn the different ways of .
Once a ticket is created, you can access the ticket record to record or retrieve information. This allows you and your team to stay on the same page with a customer inquiry.
In your HubSpot account, navigate to Service > Tickets.
In your , locate the deal you want to work with and click its name. This will bring you to its record.
The following sections cover the left panel, middle panel, and right panel.
The left panel shows the ticket record's properties and the actions you can perform. Learn how to. can .
At the top, view and edit the primary properties for the record. You can click the edit pencil icon to edit their name, click the Status dropdown menu to select a new status, and click the Pipeline dropdown menu to update the .
At the top right of the left panel, click the Actions dropdown menu:
Follow: click to follow the record. By default, you follow all records you own. By following a record, you will receive on updates to the record.
View all properties: click to view all properties of the record.
View property history: click to view the history of the property values of the record.
Merge: click to .
Delete: click to delete the contact record. Learn more about .
Interact with the record by clicking the respective icons:
description Note: click to add a .
email Email: click to write a to an associated contact.
calling Call: click to an associated contact.
add Log: click to .
tasks Task: click to for the record.
meetings Meet: click to with the deal's associated contacts.
View and edit the deal's property values in the About this deal section. Learn how to.
To edit a property value, hover over the property and click the edit pencil icon.
To view a specific property's history, hover over the property and click See history or scroll down and click to see the history of all property changes.
To view all properties, click View all properties.
The middle panel shows activities relating to the ticket chronologically, with the latest activity at the top.
If you want more space to view the record's timeline, you can collapse the right panel by clicking the last icon at the top of the panel, and expand the panel again by clicking the first icon.
You can filter these activities in the following ways:
To quickly filter activities, click the tabs at the top. Activities consist of all notes, emails, calls, and tasks.
To filter activities that are owned by a specific user or team, click the All users or All teams dropdown menus and select a user or team .
In the right panel, view the other records and tools associated with the record. You can rearrange the sections by dragging them.
To associate your ticket record with another record:
In the relevant record type section, click Add.
You can either create a new record to associate to the contact, or associate an existing record to the contact.
To create a new record to associate the ticket to, in the Create a new [record] tab, enter information into the fields, and click Create.
To associate an existing record, click the Add existing [record] tab, search for the record, and select the checkbox next to the record in the search results. Click Save.
To , click the Filter activity dropdown menu .
Record associations are displayed under the respective record type sections (i.e., Contacts, Companies, Deals). Learn about .
When communicating with the contact, you can click a to display certain prescribed questions or steps to prepare yourself better.
You can to the deal record by clicking Upload file or Add file. You can also .
