Work with tickets
Open Support in the sidebar. A customer’s tickets also show on that customer’s page.
The queue
Section titled “The queue”At the top, Support overview counts your tickets by status: New, Open, Pending and Solved.
Under Ticket queue:
- Ongoing / Resolved switches between tickets still being worked on and solved or closed ones.
- Tabs with ready-made views, each with a count: All tickets, My tickets, Unassigned, Needs first reply, Waiting on customer (status Pending) and Unmatched (the sender isn’t linked to a contact yet).
- Search tickets looks in the ticket number, subject, requester name and email.
- The filter button opens Filters: Assignee, Status, Priority, Channel and Type. Apply to use them, Clear to remove them.
- Sort by Opened, Last activity or Priority.
The Waiting column shows how long a ticket has waited for its first reply.
Statuses
Section titled “Statuses”| Status | Meaning |
|---|---|
| New | Received, not yet picked up by an agent. |
| Open | Assigned and actively being worked on. |
| Pending | Waiting on a reply from the customer. |
| Hold | Paused while waiting on someone else, such as another team. |
| Solved | Answered. A customer reply reopens it. It closes on its own after the days set in Ticket rules. |
| Closed | Finished. A new reply from the customer opens a follow-up ticket. |
A customer reply to a Solved, Pending or Hold ticket sets it back to Open.
On a ticket
Section titled “On a ticket”The ticket shows the conversation in the middle and, on the right, Customer context (health score, lifecycle stage, renewal date, CSM, open tickets), Assigned to, Ticket properties (Status, Priority, Type, Channel, Source) and Files in this ticket.
- Assign to me, or pick a teammate under Assigned to.
- Mark as solved when you are done.
- Reopen brings a closed ticket back to Open.
Reply or internal note
Section titled “Reply or internal note”The box under the conversation has two tabs:
- Public reply — goes to the requester by email, from your support address. Next to Send reply you pick the status the ticket gets; it is Pending by default.
- Internal note — only your team sees it. The requester never does. Click Add note.
Replies need a verified sending domain; see Set up support email. If a reply can’t be sent, it shows Not sent with a Retry button.
On a Messenger ticket, a reply shows in the visitor’s Messenger first and is only emailed if they don’t see it in time. The ticket shows “Seen in Messenger” or “Emails at … if not seen” under the reply. See Conversations and replies.
Mention a teammate
Section titled “Mention a teammate”In an internal note, type @ and pick a teammate. They get a Tagged in ticket note notification. You can mention active full users of your organization.
Attach files to a reply or note. Up to 9 MB in total per message. Allowed: images (PNG, JPG, GIF, WebP), PDF, Word, Excel, PowerPoint, CSV and text files.
Files your customers send by email, Messenger or the form are attached to their message, and all files are listed under Files in this ticket.
Unknown sender
Section titled “Unknown sender”When an email comes from an address that isn’t a contact, the ticket is Unmatched and the right panel shows Unknown sender. Pick the contact under Bind with contact and Save, or add a new contact from the same list. Unmatched tickets can still be answered.
Website tickets
Section titled “Website tickets”A ticket from Messenger or the form shows a grey Email not verified label under the requester: “Sent from your website. The address hasn’t replied by email yet.” Anyone can type any email address on a website, so until the requester replies by email, your reply emails don’t repeat what they wrote.
Merge tickets
Section titled “Merge tickets”When the same request arrives twice, click Merge into… and search this customer’s tickets. Pick the ticket to keep and click Merge.
All messages and files move to the selected ticket, and this ticket is closed. This cannot be undone. You can only merge tickets of the same customer; HubSpot tickets can’t be merged.
The merged ticket links to the one it went into (Merged into).
Follow-ups
Section titled “Follow-ups”A customer reply to a Closed ticket opens a follow-up: a new ticket with a new number, status New, the same customer, contact, requester, subject and channel. The two tickets link to each other (Follow-up of and Follow-up). The follow-up doesn’t copy the assignee, priority or type.
Auto-close
Section titled “Auto-close”A Solved ticket closes after a number of days (default 4) unless the customer replies. Set the days in Ticket rules. HubSpot tickets are not auto-closed.
Log a ticket by hand
Section titled “Log a ticket by hand”For a phone call or another request that didn’t come in by email, click Create Ticket in the Support tab.
- Enter the Subject and Description. The description becomes the first customer message.
- Pick the Customer, then the Contact (or No contact). Fill in Requester name and Requester email.
- Under Routing, set Channel (Phone, Email or Other), Priority, Type and Assignee.
- Click Create ticket. It goes to the New queue.
Emails to your support address become tickets on their own; you don’t need to log them.
Who can do what
Section titled “Who can do what”Organization admins and customer success managers with edit rights can reply, change tickets, merge and create tickets. View-only users can read tickets. See Team and permissions.