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How to Create a New Ticket

Before creating a new ticket, always confirm that the customer does not already have an open ticket related to the reason for their call. This prevents duplicate tickets and keeps the customer’s history organized.

Before Creating the Ticket

  1. Open the customer’s Contact Record.
  2. On the right side of the Contact Record, locate the Tickets section.
  3. Review the customer’s existing tickets.
  4. Confirm there is no open ticket pertaining to the issue or request you are currently helping them with.

Important: If the customer already has an open ticket for the same issue, do not create a new ticket. Instead, work from the existing ticket and follow the normal ticket-association and workflow process.

Create the New Ticket

If there is no existing open ticket for the issue:

  1. In the Tickets section, click (+ ) Add in the top-right corner.
  2. Under Create New, enter the Ticket Name:
    • If you have all required contact components (Contact and Booking) available, you may enter “1” as the ticket name. HubSpot will automatically generate the default ticket name once the required associations are added.
    • If the required components are not available, use the following naming format:
      First Name, Last Name - Booking - Ticket Type
    • Support Pipeline
    • Ticket Status
    • Your Role
    • Booking Number
    • Ticket Type
    • Ticket Description — Keep the description brief and to the point.
    • Contact — Select the guest/customer contact. Skip the association label.Complete all required fields marked with an asterisk (*):
    • Booking— Scroll to the bottom, add the same booking/reservation, and click Create. This helps HubSpot automatically generate the correct ticket name.
  3. Click Create.

 

Open the Ticket in Help Desk

After clicking Create, the ticket may open in a different HubSpot view rather than directly in Help Desk.

  • Look beneath the ticket name in the top-left corner.
  • Click the “View in Helpdesk” hyperlink.
  • Once the ticket opens in Help Desk, proceed with working the ticket as you normally would.

Final Check: Before beginning work, confirm the correct Contact and Booking are associated with the ticket and that you are working from the Help Desk view.