topic Re: I create a Ticket via API - It's got no Conversation in Tickets & Conversations

I create a Ticket via API - It's got no Conversation

JurojinPoker — Wed, 28 Jan 2026 17:49:58 GMT

Hello Community,

Due to our support system, we have a Parent-Child Ticket relationship.

Some tickets are created by an incoming email, those are no problem.

some tickets are created via API on our SaaS Application. (Parent Tickets)

We have Workflows that, when Child-Tickets are created, these are beautifully appended as a Note in the Conversation, allowing for Agents to quickly follow up through the chain of events.

The problem is when a Parent Ticket appears, unless we respond manually to it, it won't have a conversation created, thus if a Child Ticket arrives in that timespan, it's awfully lost (It is ofc associated, but not appended in the still null conversation)

I have tried 500 things, creating a note, creating an email engagement through the API, adding an auto-reply from the ticket workflow & nothing fired up the conversation on the ticket.

Re: I create a Ticket via API - It's got no Conversation

STierney — Wed, 28 Jan 2026 21:07:33 GMT

Hey @JurojinPoker - thanks for posting in the Community!

This is an interesting use case, for which I'd like to tag in some Community experts. @karstenkoehler, @danmoyle, and @ScottPennwood - any thoughts on best practice(s) here?

Shane, Senior Community Moderator

Re: I create a Ticket via API - It's got no Conversation

02618 — Wed, 28 Jan 2026 21:50:08 GMT

I have the same issue. Creating a ticket through the api, doesn't create a conversation or thread id.

So in the customer portal, you can't see the details of the ticket when you click into it... only the description in the table list.

Seems simple to allow us to establish a conversation like the customer portal form does but through the api.

Re: I create a Ticket via API - It's got no Conversation

JurojinPoker — Fri, 30 Jan 2026 00:19:32 GMT

Hope we can get them in here 🍀, we could also hire a consultancy if needed to get that detail sorted out.

Re: I create a Ticket via API - It's got no Conversation

danmoyle — Mon, 02 Feb 2026 13:55:46 GMT

Hey there @JurojinPoker. You’ve run into a core limitation: HubSpot will not auto‑create a conversation for a ticket that’s created via API or workflow, and there is currently no public API/automation that can “spawn” a help desk/conversation thread on an existing ticket the way an inbound email does. I haven't solved this for a client at this point, so I don't have a solution I'm confident in. I've looked at AI responses, and they seem logical, but honestly I don't want to just post them on a hope and a prayer 😂

But that's my advice at this point. Because the only other thing I've seen that can help isn't a technical workaround, but a human solution. You could force a conversation at the first agent touchpoint with process and policy work. That would mean you'd have to train agents that when they first touch an API‑created parent ticket, they must initiate contact from the help desk (Send email from the ticket), which creates the conversation and establishes the anchor for your child‑ticket note workflow. This doesn’t solve the “child arrives before first reply” edge case, but it minimizes the window.

Curious to see if anyone else has a technical solution that may help.

Re: I create a Ticket via API - It's got no Conversation

JurojinPoker — Tue, 03 Feb 2026 22:52:29 GMT

Heyy!

Thanks for jumping in. I agree that what you mention might work. But I still have to say that I'm not sure how it's done from the technical standpoint.

When you say "Send an email from the ticket with an Agent" I assume you mean with an AI helper or something, or maybe an n8n workflow.

Is there an API to send-email/answer from the ticket?

The similar thing I tried was sending a transactional email from a workflow started from the ticket creation, but that created another ticket instead 😂