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HubSpot ticketing system tool showing inbox

Ticketing System

Track and prioritize incoming service requests in one shared inbox that keeps your team organized and your customers delighted.

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  • View every service issue and customer detail in one place

  • Prioritize and assign tickets to improve customer experience

  • Automate task assignment, tagging, and escalation

  1. Make customers happy with quicker responses to tickets.

    Without tags, notes, and comments on conversations, it’s hard for your team to know your customer’s entire history. This can lead to back-and-forth email chains, long wait times, and frustrated customers.

    HubSpot’s all-in-one ticketing system provides context for every conversation — bringing every ticket, conversation, and contact detail together in one dashboard. Prioritize incoming requests, maintain SLAs, and provide a delightful experience across the board.

    HubSpot ticketing system tool showing Kanban board

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  1. Keep customer tickets organized.

    A shared inbox keeps track of all of your tickets in one place. Take notes, add tags, and keep a historical record of updated issues to ensure everyone is on the same page. Give every customer timely and informed answers with full context and visibility.
    HubSpot ticketing system tool showing creating a ticket from chat

    Click to enlarge
    HubSpot ticketing system tool showing creating a ticket from chat

  2. Provide delightfully efficient customer service.

    Use your ticketing system to create and route tickets automatically, enter customer data into your CRM, or escalate issues as needed. Instead of spending valuable time managing spreadsheets and systems, focus on solving customer issues.
    HubSpot ticketing system tool showing ticket automation

    Click to enlarge
    HubSpot ticketing system tool showing ticket automation

  3. Help your team prioritize their workload.

    Triage incoming tickets effectively with the customer history displayed in the contact timeline, and tackle the most pressing tickets first. Assign appropriate owners and stages to your tickets so they never get lost or neglected.
    HubSpot ticketing system tool showing emailing from within a ticket

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    HubSpot ticketing system tool showing emailing from within a ticket

  4. Use ticket data to identify service trends.

    Create dashboards in your ticketing system to highlight top customer issues and understand agent performance. Use built-in analytics to assess contact volume, response time, NPS, and other key customer experience metrics. Create benchmarks and measure your ongoing improvements.
    HubSpot ticketing system tool showing service reporting

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    HubSpot ticketing system tool showing service reporting

Have questions? Give us a call and we'll walk you through it.

+1 857-829-5060

Related Resources

If you’re interested in ticketing system software, these related resources may help.

Frequently Asked Questions

  • A ticketing system is the consolidation point for managing incoming customer issues. By recording and organizing new tickets, the system provides visual progress on customer issues that enable your business to manage a growing customer base. Ticketing systems typically track support metrics such as agent response time, ticket volume, and active ticket stages.

  • Popular HubSpot ticketing system features include:

    • One-to-one customer communications at scale
    • Ticket monitoring and progress tracking
    • Feedback surveys
    • Ticket routing and automation
    • Data for knowledge base creation and management

  • HubSpot’s ticketing system can help your team track, triage, and solve various issues ranging from external customer service problems to internal IT requests. Additionally, using a ticketing system to solve IT issues can help you identify repeat issues and build a knowledge base that helps users resolve their own issues without interacting with your team.

  • HubSpot’s ticketing system is part of Service Hub, and you can get started with it for free. If you are looking for more advanced features to help automate and scale your support operations, HubSpot also offers premium Service Hub features with its Starter, Professional, and Enterprise options.