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Ticketing System

Keep track of customer service requests in one shared inbox. Organize your team, prioritize incoming requests, and optimize for more effective service.

Get started with HubSpot's customer service ticketing system.
  • This feature is available for free, with additional functionality in premium editions of HubSpot. See the pricing page for more information. 

    • View every conversation and customer detail in a single, unified place.
    • Prioritize the most important conversations so they get addressed quickly and efficiently.
    • Use powerful automation to save your team time and avoid human error in tagging, ticket assignment 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. Prioritize incoming requests, maintain SLAs, and provide a delightful experience across the board. Service Hub is built directly on HubSpot’s CRM, providing a complete view of customers in every interaction.


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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 historic record of updated issues to make sure everyone is on the same page. Provide more information within the context of the ticket to get your customers a timely, informed answer.
    Create tickets from customer conversations.
  2. Provide delightful and efficient customer service.

    Use your ticketing system to create and route tickets automatically, enter customer data into your CSM, or escalate issues as needed.

    Instead of spending valuable time managing spreadsheets and systems, focus your time on solving customer issues.
    Automate customer service with HubSpot's ticketing system.
  3. Help your team prioritize their workload.

    Assign appropriate owners and stages to your tickets so that they never get lost or neglected.

    Triage incoming tickets effectively with the customer history displayed in the contact timeline, and tackle the most pressing tickets first.
    Send quicker responses to customer service tickets.
  4. Identify customer 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.
    Ticketing system reporting dashboard.

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

+1 857-829-5060

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
  • 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.

  • Absolutely. There is no programming required to start using Service Hub. We've created Service Hub with automation and guidance built right in so you can start scaling your support operations in minutes — not months. And if you're looking for more customization and expertise, our solutions partners offer a wide range of specialized support to help you get the most out of your HubSpot implementation.

  • You'll find more than 500 custom integrations in our App Marketplace. From JIRA to SurveyMonkey to Facebook Messenger, it's easy to connect HubSpot to your service team's favorite tools in just a few clicks. We want you to spend less time toggling between different tools and more time working hands-on with your customers.

  • The HubSpot CRM contains all of your customers’ details. Including access to HubSpot's CRM means that all of your customer-facing teams can unite around a complete view of the customer. Beyond that, having a CRM attached directly to your ticketing system makes it easy to gather and analyze customer data, so you can surface powerful insights that drive impact in the rest of your organization.