topic Re: E-mail to create ticket in Tickets & Conversations

How can I automatically create a ticket from email in HubSpot?

CLDevs — Fri, 24 Oct 2025 13:58:05 GMT

Is there a way to have incoming emails automatically create tickets in HubSpot, similar to ZohoDesk?

We're coming from ZohoDesk and have the functionality where we can send an e-mail to a particular e-mail address and it will automatically generate a ticket. It seems with HubSpot that we can only send an e-mail to a certain character code @hubspot.com and then it puts it into a Sales conversation, but not generating a ticket. Has anyone figured out how to do this?

Moderator Note: this post was reviewed for relevancy and optimized for clarity on October 24, 2025. Thank you for your contributions to the HubSpot Community!

Re: E-mail to create ticket

jennysowyrda — Fri, 24 Oct 2025 13:48:28 GMT

Hi @CLDevs,

1. You can create tickets in help desk
You can configure help desk so that tickets are automatically created through channels such as forms, email, and chatflows. Learn more about configuring help desk channels and settings.

2. You can create tickets from the conversations inbox* by following these steps:

When connecting your team inbox ( here is the "Overview of the conversations tool"), you can create a rule to automatically create a new ticket each time an incoming email is received.

You can also create a new ticket directly from a contact record in the right sidebar of your conversations inbox.

This will associate with incoming emails.

For an overview of all of the ways you can create tickets, I wanted to share this resource: "Create tickets"

Thank you,
Jenny

* Please note: all accounts created after April 1st, 2024 cannot create tickets from channels connected to the inbox. Instead, learn how to manage tickets in help desk. Otherwise, you can use the inbox as a shared inbox.

Re: E-mail to create ticket

RMeyer925 — Tue, 19 Mar 2019 14:49:58 GMT

Sugar also offers this concept of creating a ticket from an email. It is a signifgant issue in evaluating software that meets our needs.

Re: E-mail to create ticket

Assaf8769180 — Wed, 06 Nov 2019 09:20:50 GMT

Hi Jenny,

Is there an option to create an email address for tickets, so that once an email is sent to this address it creates a ticket out of that email?

Re: E-mail to create ticket

jennysowyrda — Thu, 07 Nov 2019 22:59:50 GMT

Hi @Assaf8769180,

Do you mean to create an email field within the ticket that will automatically associate with emails that are sent?

If you can share more of what your end goal is and what you have tried so far that would be great!

Thank you,
Jenny

Re: E-mail to create ticket

Farzad — Fri, 24 Oct 2025 13:37:09 GMT

Hi @Assaf8769180

By connecting a team email channel in Conversations, it will allow for the automatic creation of Tickets. Please review this article for details: "Set up the conversations inbox".

Please note: all accounts created after April 1st, 2024 cannot create tickets from channels connected to the inbox. Instead, learn how to manage tickets in help desk. Otherwise, you can use the inbox as a shared inbox.

Re: E-mail to create ticket

dbower44022 — Fri, 24 Oct 2025 13:38:41 GMT

Jenny,

You mention "You can create a rule to automatically create a new ticket..." Can you please provide a link to any documentation on this subject? I searched everywhere, and cannot find a way to have our support@XXX.com email create a support ticket. There must be a way to do it, but I cannot find it!

Thanks!

Re: E-mail to create ticket

PamCotton — Fri, 24 Oct 2025 13:30:34 GMT

Hello @dbower44022 wanted to share this knowledge base here "Create tickets" with more information about it.

Kindly,

Pam

Re: E-mail to create ticket

PZaltron — Mon, 15 Nov 2021 15:53:40 GMT

Hi,

with the automatic ticket creation, is it possible to customize the ticket description?

It usually shows the body of the mail, but it becomes much too long in most of the cases.

Thanks in advance!

Re: E-mail to create ticket

PamCotton — Mon, 15 Nov 2021 21:44:08 GMT

Hello, @PZaltron I would recommend using a personalized token in your ticket description for example when creating a workflow to automate this.

I hope it helps.

Pam

Re: E-mail to create ticket

PZaltron — Tue, 16 Nov 2021 07:36:18 GMT

Unfortunately we are talking about a customer with a starter account,
workflows are not an option yet.

Re: E-mail to create ticket

dapug — Fri, 24 Oct 2025 13:37:44 GMT

The proposed solution is insufficient. My company uses a DL for support@myco.. . and as such, there is no account to "sync". With ZenDesk, Freshdesk, etc, you simply have your support email forward along to their PROVIDED email address, and things "just work". This SSO implementation to get access to an actual email account is absolutely bonkers IMHO.

Unfortunately, this is a reason we are NOT going with Hubspot. 😞

Re: E-mail to create ticket

dapug — Fri, 24 Oct 2025 13:38:10 GMT

provide an @mycompany.hubspot.com email addres. Linking to an email account is NOT always possible, not the best. My company uses a DL for support@.. . so there is no way and never will be a way to sync with it. But we can forward it to a hubspot inbox. That is the correct way to do this, like the big boys, ZenDesk, etc...

Re: E-mail to create ticket

PamCotton — Tue, 25 Jul 2023 20:37:34 GMT

Thank you for sharing your workaround @dapug.

Re: E-mail to create ticket

steve907 — Sat, 20 Jan 2024 18:31:16 GMT

I 100% agree. And this is also the reason we will not be using HubSpot. I need to make my emails into support tickets, tasks and deals. Hubspot makes this over complicated and tedious. This is NOT a support ticket software. And it really isn't a good sales/deals software. Sad. I had so much hope 😞

Re: E-mail to create ticket

bsm007 — Wed, 16 Oct 2024 14:00:56 GMT

We need a way to create a ticket from an inbound email manually (I am shocked this is missing from the Outlook add-in or web portal). 'Treat incoming conversations as support tickets' is not feasible for our personal inboxes. That default setting is designed for addresses designated solely for support.