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).

MCP Tools

Available Tools

| Tool | Description | Key Parameters | |------|-------------|----------------| | hubspot_retrieve_ticket | Get a single ticket by ID | ticketId (required) | | hubspot_create_ticket | Create a new ticket | subject (required), content, hs_pipeline, hs_pipeline_stage | | hubspot_update_ticket | Update an existing ticket | ticketId (required), property fields to update |

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):

| Stage ID | Display Name | Description | |----------|-------------|-------------| | 1 | New | Ticket just created, not yet assigned | | 2 | Waiting on contact | Awaiting response from the client | | 3 | Waiting on us | MSP team needs to take action | | 4 | Closed | Ticket resolved and closed |

Ticket Priority Levels

| Priority | Description | MSP Context | |----------|-------------|-------------| | LOW | Low priority | Non-urgent request, no business impact | | MEDIUM | Medium priority | Some business impact, can wait | | HIGH | High priority | Significant business impact, needs prompt attention |

Ticket Categories

MSPs commonly categorize tickets by type:

| Category | Examples | |----------|---------| | Break-Fix | Hardware failure, software crash | | Service Request | Password reset, new user setup | | Project | Network upgrade, server migration | | Billing | Invoice question, contract change | | Monitoring Alert | Automated alert from RMM/monitoring |

Field Reference

Core Fields

| Field | Type | Description | |-------|------|-------------| | subject | string | Ticket subject line | | content | string | Ticket description/body | | hs_pipeline | enumeration | Pipeline the ticket belongs to | | hs_pipeline_stage | enumeration | Current pipeline stage | | hs_ticket_priority | enumeration | Priority level (LOW, MEDIUM, HIGH) | | hs_ticket_category | enumeration | Ticket category | | hubspot_owner_id | number | Assigned owner (user ID) | | hs_resolution | string | Resolution description | | source_type | enumeration | How the ticket was created (EMAIL, CHAT, PHONE, FORM) | | createdate | datetime | Record creation date | | lastmodifieddate | datetime | Last modification date | | closed_date | datetime | When the ticket was closed | | hs_time_to_close_sla_due_date | datetime | SLA close deadline | | hs_time_to_first_response_sla_due_date | datetime | SLA first response deadline | | hs_last_message_received_at | datetime | Last client message timestamp | | hs_last_message_sent_at | datetime | Last agent message timestamp | | num_associated_contacts | number | Associated contacts count |

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:
4. Status (open vs. closed)
5. Priority (high, medium, low)
6. Category (break-fix, service request, project)
7. Time to resolution
8. 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

| Error | Cause | Resolution | |-------|-------|------------| | Ticket not found | Invalid ticket ID | Verify the ID by checking associations or searching | | Invalid pipeline | Pipeline ID not recognized | Check your HubSpot account for available pipelines | | Invalid pipeline stage | Stage ID not valid for the pipeline | Use a valid stage ID for the selected pipeline | | Invalid priority | Priority value not recognized | Use LOW, MEDIUM, or HIGH | | Rate limited | Too many requests | Wait 10 seconds and retry |

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 c