HubSpot Tickets

HubSpot Ticket Management

Overview

Tickets in HubSpot represent support requests, service issues, or tasks that need resolution. For MSPs, tickets are the backbone of client service delivery -- tracking everything from break-fix requests and password resets to complex infrastructure projects. Tickets belong to a pipeline (e.g., "Support Pipeline") and progress through stages (e.g., "New", "In Progress", "Resolved"). They can be associated with contacts (the person who reported the issue), companies (the client organization), and deals (if the ticket relates to a service agreement).

Anti-triggers

• The MSP's service desk — HubSpot tickets are a CRM-side service pipeline with no SLA clock, time entries, or billing; the PSA owns those, so use the ConnectWise Manage, Autotask, HaloPSA, or Freshdesk ticket skills.
• A follow-up you are setting yourself rather than an issue the customer raised — use hubspot-activities.
• Revenue attached to the same account — use hubspot-deals.

MCP Tools

Available Tools

Create a Ticket

Call hubspot_create_ticket with the ticket's properties:

Example: Create a support ticket:

• subject: Email delivery issues - Acme Corp
• content: Client reports intermittent email delivery failures since Monday morning. Affects 5 users on the acmecorp.com domain.
• hs_pipeline: 0 (default support pipeline)
• hs_pipeline_stage: 1 (New)
• hs_ticket_priority: HIGH
• hubspot_owner_id: 67890

Update a Ticket

Call hubspot_update_ticket with the ticketId and the properties to change:

Example: Move ticket to In Progress:

• ticketId: 77777
• hs_pipeline_stage: 2

Example: Resolve a ticket:

• ticketId: 77777
• hs_pipeline_stage: 4
• hs_resolution: Reconfigured mail relay settings. Confirmed delivery restored for all 5 users.

Retrieve a Ticket

Call hubspot_retrieve_ticket with the ticketId:

Example:

• hubspot_retrieve_ticket with ticketId=77777

Search Tickets

Tickets can be found via the associations API. To find tickets for a specific contact or company:

1. Call hubspot_access_associations with the contact or company ID and toObjectType=ticket
2. Retrieve each ticket by ID using hubspot_retrieve_ticket

Key Concepts

Default Ticket Pipeline Stages

HubSpot's default support pipeline includes these stages (your account may have custom stages):

Ticket Priority Levels

Ticket Categories

MSPs commonly categorize tickets by type:

Field Reference

Core Fields

Common Workflows

Create a Support Ticket

1. Find the contact - Call hubspot_search_contacts to find the person reporting the issue
2. Find the company - Call hubspot_search_companies to find the client organization
3. Create the ticket - Call hubspot_create_ticket with subject, content, pipeline, stage, priority, and owner
4. Associate with contact - Call hubspot_create_association from ticket to contact
5. Associate with company - Call hubspot_create_association from ticket to company
6. Log initial note - Call hubspot_create_note to document initial triage findings

Search Tickets for a Client

1. Find the company with hubspot_search_companies
2. Call hubspot_access_associations with the company ID and toObjectType=ticket
3. For each ticket ID, call hubspot_retrieve_ticket to get full details
4. Filter by pipeline stage to find open tickets

Update Ticket Status

1. Call hubspot_retrieve_ticket to confirm current state
2. Call hubspot_update_ticket with the new hs_pipeline_stage
3. If closing, include hs_resolution describing the fix
4. Call hubspot_create_note to log the status change details

Ticket Volume Report for a Client

1. Find the company with hubspot_search_companies
2. Call hubspot_access_associations to get all tickets
3. Retrieve each ticket and categorize by:
   • Status (open vs. closed)
   • Priority (high, medium, low)
   • Category (break-fix, service request, project)
   • Time to resolution
4. Calculate average resolution time and ticket volume trends

Escalation Workflow

1. Call hubspot_retrieve_ticket to review the current ticket
2. Call hubspot_update_ticket to set hs_ticket_priority to HIGH
3. Call hubspot_update_ticket to reassign hubspot_owner_id to the escalation engineer
4. Call hubspot_create_note to document the escalation reason
5. Call hubspot_create_task to create a follow-up task for the assigned engineer

Response Examples

Single Ticket:

{
  "id": "77777",
  "properties": {
    "subject": "Email delivery issues - Acme Corp",
    "content": "Client reports intermittent email delivery failures since Monday morning.",
    "hs_pipeline": "0",
    "hs_pipeline_stage": "2",
    "hs_ticket_priority": "HIGH",
    "hubspot_owner_id": "67890",
    "source_type": "EMAIL",
    "createdate": "2026-02-20T09:15:00.000Z",
    "lastmodifieddate": "2026-02-21T14:30:00.000Z",
    "closed_date": null,
    "num_associated_contacts": "1"
  },
  "createdAt": "2026-02-20T09:15:00.000Z",
  "updatedAt": "2026-02-21T14:30:00.000Z"
}

Error Handling

Common Errors

Best Practices

1. Write clear subjects - Include the client name and a brief issue description in the subject
2. Set priority accurately - Use HIGH sparingly to maintain urgency signal integrity
3. Associate with contact and company - Always link tickets to both for full context
4. Update stages promptly - Move tickets through stages as work progresses
5. Document resolutions - Always fill in hs_resolution when closing tickets
6. Track SLA deadlines - Monitor hs_time_to_first_response_sla_due_date and hs_time_to_close_sla_due_date
7. Assign owners - Every ticket should have a hubspot_owner_id for accountability
8. Log notes on progress - Create notes to document troubleshooting steps and findings
9. Categorize consistently - Use standardized categories for accurate reporting
10. Review open tickets regularly - Check for stale or forgotten tickets weekly

Related Skills

• HubSpot API Patterns - MCP tools reference and connection info
• HubSpot Contacts - Contacts who submitted tickets
• HubSpot Companies - Companies associated with tickets
• HubSpot Deals - Deals that may relate to service delivery
• HubSpot Activities - Notes and tasks on tickets