Whats the best wya to use a form and email inbox for tickets?

Service Hub Tickets & Conversations
1

Our ticket system uses a ticketing form where users fill out a form to submit a ticket. We have 3 different pipelines and based on the ticket type this is where the ticket is routed to. For our legal tickets we have the legal ticket type. We want any of these tickets to be routed to the legal email once a form is submitted and then from there all communications will be logged under the ticket. What’s the best way to configure this so user will still fill the form out to create a new ticket but then this ticket goes to the Legal inbox and creates the ticket so all communication can be logged? the ticketing form and inbox are both connected to HubSpot

3

Hey @cclark2,

Thanks for posting in the Community!

I’m not finding a clean, native means in which to set this up, so I’m tagging in a few Community experts to see what suggestions they might have.

@danmoyle, @Josh, and @ChrisoKlepke - any thoughts here?

Shane, Community Manager

4

Keep one create path, or you will fight duplicates.

Practical setup that usually holds:

  1. Form creates the ticket and routes by ticket type into the Legal pipeline (what you already have).

  2. Connect the Legal shared inbox as a ticket channel for that Legal pipeline so replies associate to the open ticket. Do not let the inbox also “create ticket on every email” for the same matter, or you get a second ticket beside the form one.

  3. On ticket create (ticket type = Legal), use a workflow to notify the legal mailbox with the ticket link / thread, rather than expecting the form submit itself to land as a new email that creates the ticket again.

  4. Train legal to reply from the ticket (or the associated inbox thread), so every back-and-forth stays on that one ticket record.

So: form = create + pipeline. Inbox = conversation logging on that ticket. Workflow = alert Legal. If you need, say whether Legal must reply from Outlook/Gmail UI or are fine inside HubSpot tickets.

5

Hey there @cclark2. Am I right in confirming that you’re trying to make sure the person who fills out the form never has to think about any of this, and Legal doesn’t lose the paper trail?

Here’s my thoughts, first in TL;DR. Don’t route the ticket to the Legal email. Make the Legal form a channel in Help Desk, and connect the Legal email to that same Help Desk. Legal then replies from the ticket itself.

If the form creates a ticket and also sends an email into the Legal inbox, that inbound email can create a second ticket. Now you’ve got two records for one request, and your first response time, ownership, and SLA reporting get messy. Most of the pain I see with this setup comes from that duplication.

How I’d set it up:

  1. Build a dedicated Legal intake form with the contact fields plus the ticket properties Legal needs (ticket name, description, request type, priority, and so on).
  2. In Help Desk settings, go to Ticket sources and routing, then Channels, and connect a channel. Choose Forms and select that Legal form.
  3. Set the defaults on that channel: Legal pipeline, starting stage, priority, and owner or team. This is the step that keeps the ticket out of the wrong pipeline.
  4. Connect your shared Legal mailbox as a Team email channel in the same Help Desk. That gives your agents a send-from address, and it also catches emails sent straight to that address.
  5. Have Legal reply from inside the ticket, not from a separate mailbox or a forwarded message. Replies made there stay on the same conversation thread and stay logged on the ticket.

Then you’ll have to decide is it one form or three? You mentioned a ticket type field that decides where things go. Here’s how I’d think about it.

  • Separate forms (General, Finance, Legal) are the cleanest. Each one connects to its own routing and pipeline, so there’s less to maintain and less to go wrong.
  • One shared form works too, but you’ll need a workflow to set the pipeline, stage, and owner based on Ticket Type. It’s more moving parts, and it’s harder to keep the original form conversation in front of the Legal team.

If you can live with it, I’d go with separate forms.

A note on sensitive information: Legal requests can get confidential fast. It’s worth asking only for what you need on the form, and checking who has access to the Legal pipeline.

Menu names in HubSpot move around, so double check the labels in your portal, and confirm your Service Hub tier supports Help Desk form channels and routing. If you tell me which tier you’re on and whether you’re using one form or several, I’m happy to get more specific.

Hope that helps.