@Titanium let’s maybe take a step back then.
Incidents are something that should be documented as single records. Since HubSpot has contacts, companies, deals and tickets out of the box, tickets are the most suitable once.
In Enterprise subscriptions, you can create custom objects - so this could be a separate “Incidents” object, but that requires more configuration and the highest HubSpot subscription level.
Hence tickets as the starting point for this approach.
Tickets can be created via different means: manually, from incoming emails, from website chats, from messengers, from website forms (like contact records). While not all of these apply to incidents, they still exist.
Since there are different ways that tickets, HubSpot decided to funnel all of these through a conversations inbox. That’s how HubSpot decided to design and manage these different incoming sources of soon-to-be tickets.
That’s the reason why a process where a form submission creates a ticket (documents an incident) still has to go through a conversations inbox.
If you follow the steps from the article, you’ll set up a form, link it to a conversations inbox and each form submission will then create tickets. You don’t have to look at the conversations inbox in the middle.