Inbound Email Automatic Ticket Creation

Develop, Build & Integrate CMS Development
1

Hello, I am new to HubSpot, but I know ITSM tools like ServiceNow.
Can you please guide me on how I can implement this:

  • Create dedicated inbox: abc@example.com
  • Configure automatic ticket creation from inbound email
  • Map: Subject → Ticket title, etc.
  • Enable: Auto-reply with ticket ID

Build Ticket Pipeline

Create stages like: New, In Progress, Resolved, etc

Thank You.

2

If you’re on Service Hub Pro or Enterprise, you can set this up pretty cleanly using the Inbox (Help Desk/Conversations) plus Tickets.

  • Build the ticket pipeline

    • Go to Settings > Objects > Tickets > Pipelines
    • Create whatever stages make sense to your process: like New, In Progress, Waiting on customer, Resolved, Closed, etc. You can also specify which pipeline/stage your automated ticket will live in, which is why this step is first.

  • Create dedicated inbox abc@example.com

    • Go to Settings > Inbox > Inboxes
    • Connect channel > Team email and connect the shared mailbox

  • Automatically create tickets from inbound email

    • In the inbox settings, enable the option to create a ticket for new incoming conversations
    • This will create a ticket for each new email thread and keep it linked to the conversation

  • Map Subject to Ticket title and set other fields

    • Subject to ticket name is typically handled automatically when tickets are created from inbox conversations
    • For anything else (category, priority, assignment), use ticket properties plus a ticket-based workflow to set values on create

  • Auto-reply with the ticket ID or ticket number

    • If you want the reply to include the ticket number or ticket ID, you’ll need a ticket-based workflow
    • Trigger: ticket created
    • Action: send an email using ticket personalization tokens so the message includes the ticket identifier

If you’re on Starter and not Pro/Ent you’re going to have issues with the automatic inbound ticket creation and the auto-reply that includes the ticket number.
Hope this helps!

3

Thank you so much for your help and time. It means a lot.