Creating ticket using API to count as activity.

Service Hub Tickets & Conversations
1

Our web application has a feedback button which we then use to call the Hubspot API to create a Hubspot Ticket. The ticket has the proper Company and Contact Associations and the Ticket Description is filled out appropriately.

The problem we are trying to solve is having the initial creation of the ticket count as an Activity so that our Support team can respond directly to the customer with all of the context of the original ticket description. As of now, the ticket is being created without an Activity so our Support team has to click on the new email button, copy and paste the ticket description, then send the email.

By having the initial creation of the ticket count as an Activity like when a customer emails us directly, we would be able to respond with the ticket context.

2

Hey @avomd - thanks so much for posting in the Community!
In search of best next steps, I’d like to tag in some of our API experts to see if they have any helpful insight! @Mike_Eastwood, @tjoyce, @coldrickjack - any ideas on how @avomd may be able to pull the initial creation of tickets created via API as an Activity on the record itself?

3

Hi @avomd,

Happy to help here, Generally, you could use the Hubspot API to not just create the ticket but also log the engagement (email activity). Immediately after ticket creation, call the Engagements API (CRM v3 Objects for emails, notes, or custom engagements). This logs an activity in the contact timeline with your original ticket description.

AI generated example below:

POST /crm/v3/objects/tickets
{
 "properties": {
 "subject": "Feedback from Web App",
 "hs_pipeline": "0",
 "hs_pipeline_stage": "1",
 "content": "User feedback description here..."
 },
 "associations": [
 { "to": { "id": "CONTACT_ID" }, "types": [{ "associationCategory": "HUBSPOT_DEFINED", "associationTypeId": 16 }] },
 { "to": { "id": "COMPANY_ID" }, "types": [{ "associationCategory": "HUBSPOT_DEFINED", "associationTypeId": 1 }] }
 ]
}

POST /crm/v3/objects/emails
{
 "properties": {
 "hs_email_subject": "Feedback Received",
 "hs_email_text": "User feedback description here..."
 },
 "associations": [
 { "to": { "id": "CONTACT_ID" }, "types": [{ "associationCategory": "HUBSPOT_DEFINED", "associationTypeId": 2 }] },
 { "to": { "id": "TICKET_ID" }, "types": [{ "associationCategory": "HUBSPOT_DEFINED", "associationTypeId": 19 }] }
 ]
}

Keep in mind that this would log an email to the record but it would not automatically send an email to the associated records. This email would simply be logged to the contact, company, ticket record.

If you want to send an email, you would use the CRM v3 emails endpoint with the send action, again, AI generated example below:

POST https://api.hubapi.com/crm/v3/objects/emails

{
 "properties": {
 "hs_email_subject": "Your Feedback Ticket",
 "hs_email_text": "Hi {{contact.firstname}},\n\nThank you for your feedback. Here are the details:\n\n{{ticket.description}}\n\nWe will get back to you shortly.",
 "hs_email_direction": "OUTGOING",
 "hs_email_status": "SENT",
 "hs_email_to_email": "customer@example.com",
 "hs_email_from_email": "support@yourcompany.com"
 },
 "associations": [
 { "to": { "id": "CONTACT_ID" }, "types": [{ "associationCategory": "HUBSPOT_DEFINED", "associationTypeId": 2 }] },
 { "to": { "id": "TICKET_ID" }, "types": [{ "associationCategory": "HUBSPOT_DEFINED", "associationTypeId": 19 }] }
 ]
}

Make sure that the hs_email_from_email matches a connected mailbox in your HubSpot portal.

Best regards