Creating tickets from the API

[michaelrandrup]

We need to submit tickets from our software to HubSpot. We already have a private App setup with multiple integrations.

We have tried two methods without luck:

1. Using the Ticket API
Here we can create both tickets, associations, engagements, etc. but the tickets will not show in the "Help Desk" workspace, which is the place our support team works.

2. Using the old Legacy Form Submission API's
Tried various approaches without luck. The V3 Legacy API cannot create form submissions with ticket fields, only contact and company fields. and it cannot add files. The V2 API is the same. The V4 API doesn't seem to have a "Submit Form data" endpoint.

So my question is: What is an actual working approach, if we need to submit tickets into the Help Desk Workspace automatically on behalf of customers (including file attachments).

Any help is greatly appreciated thanks!

Regards,
Michael

[SteveHTM · Accepted solution]

@michaelrandrup - I offer up my approach to integrations of this sort in the hope that it may be helpoful to you.

- Focus on the forms submissions API to trigger the ticket creation action. I tend to feel that a direct ticket API integration exposes too many internal pipeline and status value dependencies to the external system

- Use only Contact and Company properties in the form setup. This can include a file or files

- Use the form submission to trigger a workflow that assembles the ticket data from the submitted properties on the Contact record.

- The ticket creation workflow can establish the right pipeline for the ticket (I often see cases where there are multiple options for handling), set up its status and stage, and assignment ownership on whatever basis makes sense. Submitted files from the form can be copied to specific file properties on the ticket record to support the issue.

Helpesk does have a particular quirk that I hope will be fixed soon in that it insists on conversation threads on a ticket to display properly. More basic ticket handling does not have this limitation.

I hope this is helpful

Steve

[Jaycee_Lewis]

Hey, @michaelrandrup 👋 Thanks for your question. I just ran a quick test in my dev portal and the Ticket appears in my Help Desk workspace.

I'm trying to think of other ways this might have happened. Have you double-checked the pipeline ID?

Here's what I did:

• Went to Settings > Help Desk > Ticket Defaults and verified the Pipeline 
  
• Went to Settings > Objects > Tickets > Pipelines to verify the Pipeline ID (internal value)
  
• Made a request to create a new ticket (associated with a Contact) 
  

  POST https://api.hubapi.com/crm/v3/objects/tickets​

  {
      "properties": {
          "hs_pipeline": "0",
          "hs_pipeline_stage": "1",
          "hs_ticket_priority": "HIGH",
          "subject": "API testerrr"
      },
      "associations": [
          {
              "to": {
                  "id": 901
              },
              "types": [
                  {
                      "associationCategory": "HUBSPOT_DEFINED",
                      "associationTypeId": 16
                  }
              ]
          }
      ]
  }

• Verified Ticket exists
  
• Verified Ticket is showing in Help Desk Workspace
  

Can you share an example request along with the internal values for your Pipeline? This may help other community members with troubleshooting. 

Thanks for the additional information! — Jaycee