topic Re: New ticket notifications in Tickets & Conversations

New ticket notifications

avomd — Wed, 02 Jul 2025 21:10:26 GMT

We have new Hubspot tickets being created from two separate sources:

1. Our support Gmail inbox is configured in Hubspot to create new tickets.

2. Our application has a help button that triggers an API call to Hubspot to create a new ticket.

We know that we can configure notifications for new Inbox items but this does not include new tickets created through Hubspot API.

Two questions:

1. Is there a way to configure Slack messages to be triggered by new Hubspot tickets?

2. Is there a way for Hubspot users to subscribe to new Hubspot tickets being created?

Re: New ticket notifications

Krystal-Little — Thu, 03 Jul 2025 00:26:11 GMT

For your question:

This would need to be done by way of a workflow. In workflows you can set the enrollment based on the ticket creation and have it send a Slack notification. This is how we have our setup and it works well, you can choose to send alerts to either an individual or to a Slack channel.
Unfortunately there's no way (to my knowledge) to automatically "add" or "cc" someone on a ticket in HubSpot. The individual could go to the ticket and follow it, but beyond that I'm not familiar with a way to accomplish this without custom code.

Best of luck!

Re: New ticket notifications

karstenkoehler — Thu, 03 Jul 2025 03:54:23 GMT

Hi @avomd,

This is possible with ticket pipeline automation: https://knowledge.hubspot.com/object-settings/automate-ticket-pipelines

Before you can send Slack notification, you would have to install the integration: https://knowledge.hubspot.com/integrations/how-do-i-use-the-slack-integration

Once you have the integration installed, you should be able to add the action here:

Alternatively, you could also create a ticket workflow from scratch, where you enroll tickets based on 'When filter criteria is met' → 'Create date is less than 1 day ago' and then use the Slack workflow action to send a notification: https://knowledge.hubspot.com/workflows/create-workflows

Users wouldn't be able to subscribe to this on their own, they would have to reach out to you or an admin to be selected as a recipient of this new action.

Best regards!

Re: New ticket notifications

OliverWiemers — Fri, 04 Jul 2025 14:23:35 GMT

Hey @@avomd,

one thing to add regarding sending messages to Slack. When you want to send these messages to a private Slack channel, you need to invite the user "@HubSpot" in Slack to that channel.

All the best.