New Ticket settings

Smart CRM & Sales Hub Account & Settings
1

Hi there,

Can anyone advise on this? When I receive a new email, the ticket is auto-added to the “unassigned” category, I do not have a “new tickets” section and can’t figure out how to add it.

Thank you for your help in advance.

Fab

2

Hi @FUrrutia,

In HubSpot, new tickets from incoming emails usually end up in the “Unassigned” category if you don’t have any automatic assignment rules set up. To create a “New Tickets” view, here’s what you can do:

  1. Go to Service > Tickets in your HubSpot account.
  2. Click Add view to create a new one.
  3. Set the filters to show tickets based on criteria like “New” status or when they were created.
  4. Save the view with a name like “New Tickets.”

This will give you a dedicated section for new tickets.

I hope this helps,

Jess

3

This is great, thank you so much for your help, Jessica. :blush:

4

Hi @FUrrutia,

If you’re referring to Tickets (under Menu > CRM > Tickets), there should be three default views which you can access here:

karstenkoehler_0-1744258831163.png
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“My open tickets” is automatically sorted by create date, with the latest ones at the top, so that’s the one I’d recommend using.

If you drag and drop to the tab to the very left, it becomes your default.

If you want to create more filtered views, you can find the instructions here: Create and manage saved views

Best regards!