Much needed feature
Hi Hubspot,
Yes, we need this as well, so the sooner this gets to the top of the list, the better.
Thanks,
Graeme
It’s 2023. We just purchased the HubSpot portal for internal IT ticketing and the inability to add a ticket # to the subject line is required. Not sure how this can be sold as an IT ticketing system without this basic functionality.
Aah no come on, this is basic stuff! Get it in there Hubspot!
+1
+1
5 years later.. +1
+1
+1 to this. Recently switched to HubSpot Services for ticketing and this fucntionality from our original system is greatly missed. Help Desk team and clients are requesting this common functionality.
I was able to set it up by creating a workflow for when a ticket is created to assign “Record ID” and “Ticket Name” as the Ticket Name property
110001110’s soluton worked for me ↑
This is absolutely helpful. We need this so that the customer also gets a ticket# as reference to any report submitted to support.
This would be an immensely helpful feature!
This is greatly needed!
Our customers don’t believe us that this is not possible in our support system. They call it “embarassing”. Unfortunately I have to agree with them.
YES! How was this not apart of their MVP when they created the Service Portal and why are we still waiting for a solution.
Unbelievable, this is not possible yet. We have customers with 10+ tickets and it´s totally impossible to refer to the ticket over phone when you don´t have the record id / ticket number available in the conversation/emails.
Really suprised that a service system doesn’t have this as an option. You can’t even include the ticket number in replies without the rep having to add a template everytime.
How it is Oct 2025 and this still hasn’t been fixed?
This request has been raised repeatedly over the years, and HubSpot has long been aware that including the ticket ID in the email subject line is not merely a “nice-to-have” feature, but an established best practice for effective ticket and email management.
It is therefore disappointing that, despite this long-standing awareness, the functionality has not yet been implemented. Given its importance for operational efficiency, we would strongly encourage HubSpot to reconsider the prioritization of this feature.
Interestingly, even HubSpot’s own support team includes the ticket number in the subject line of their emails, which further underlines the importance and practical value of this functionality.
Requested enhancement
Please add an option to automatically prepend or append the Ticket ID to the subject line of all outgoing ticket emails, including replies to existing email threads.
Ideally, this should be:
configurable (on/off),
consistent across Helpdesk, pipelines, and workflows,
applied regardless of whether the email is new or a reply.
This feature would significantly improve reliability, scalability, and usability of HubSpot Helpdesk for professional support teams.
Thank you for considering this request. I would be happy to provide additional context or real-world examples if helpful.