Best way to manage “problem + incidents” (parent/child) tickets in HubSpot Service Hub?

PatrickSJ — Mon, 04 Aug 2025 16:40:27 GMT

Hi everyone,

I’m transitioning my team from Zendesk to Hubspot, and I'm hoping to learn how other teams handle large-scale issues in HubSpot when a bug or outage triggers a flood of support tickets.

Our current Zendesk workflow:

Create one “Problem” ticket.
Link every new customer ticket to that Problem as an “Incident.”
As the fix rolls out, we update the Problem ticket once, and Zendesk pushes the reply (and any field changes) to every linked Incident.
The individual Incident ticket stays assigned to the original agent in case further conversation is needed.

This keeps our queue tidy, gives us a single place to track impact, and lets us send a polished “We’re back up and running!” message to everyone impacted.

What I’m looking for in HubSpot:

A way to link/associate many tickets to one “master” issue.
The ability to bulk-reply (or bulk-update properties) on all linked tickets when the fix is live.
Keep ownership intact so the original rep can continue the thread if the customer follows up.

So far I’ve experimented with ticket associations, pipelines, and bulk actions but haven’t found a clean, Zendesk-style solution.

Questions for the community:

How are you replicating, or working around, the parent/child ticket concept in HubSpot?
Are there workflows, custom objects, or third-party apps you’d recommend?

Would love to hear what’s working (or not) for you. Thanks in advance!

Re: Best way to manage “problem + incidents” (parent/child) tickets in HubSpot Service Hub?

JSanders16 — Tue, 05 Aug 2025 12:25:38 GMT

I use ticket associations and a custom property (like Parent Ticket ID) to link incidents to a master problem ticket. When there’s a fix, I filter tickets by that custom property and use bulk update or workflows to notify everyone. It’s not as slick as Zendesk (no one-click bulk reply that pushes a message to all incidents), but it keeps things connected.

I’ve also seen some teams try custom objects, but honestly, for most use cases, basic ticket associations plus smart use of workflows does the job. Main thing: make sure your team is tagging the tickets consistently, so nothing falls through the cracks.

And yes, ownership stays with the original rep unless you reassign, so follow-ups work fine. This workaround gets pretty close.

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Best way to manage “problem + incidents” (parent/child) tickets in HubSpot Service Hub?

Re: Best way to manage “problem + incidents” (parent/child) tickets in HubSpot Service Hub?