Ticket to Help desk

[cclark2]

Hello,

We recentl set up an integeration from an airtable form to create a ticket in Hubspot. the interation is working fine and the tickets are showing in the IT ticket pipeline. We want to utliize the service hub and help desk. When we go to help desk we see 2 tickets from the ticket pipeline showing but no others. How do we change over to have tickets go from the ticket pipeline to help desk. Would this require us to change our integration set up? 

[danmoyle · Accepted solution]

Hey there @cclark2! In addition to what @BérangèreL gave you for resources, here's a little from what I know as a HubSpot advisor and partner (and long time user). First, some level setting on the tools. Help Desk is just a workspace sitting on top of the Tickets object, so tickets don’t “move” from a pipeline into Help Desk. They either meet the criteria to show there or they don’t. You almost certainly do not need to rebuild the Airtable integration, but you may need to tweak ticket properties (pipeline, status, source, etc.) and Help Desk settings so those API-created tickets qualify.​

Help Desk displays tickets from your ticket pipelines based on the Help Desk configuration (connected channels, routing, and which pipelines/statuses are considered “open”).​ A ticket created via API or workflow will appear in Help Desk as long as it is in a pipeline and status that Help Desk is using and it meets any routing filters (for example, ticket source, channel, or team).​

So why are you only seeing two tickets? Those are likely the only ones that match the Help Desk routing configuration (for example, they came from a connected inbox or have the right status/pipeline combo), while the others differ slightly in properties like pipeline, status, source, or owner.​ Tickets created via API can default to “Unknown” ticket source or land in a different status than email/chat-generated tickets, which can exclude them from Help Desk queues/views depending on how you have things filtered.​

Here's where I'd suggest you check. In Settings > Objects > Tickets > Pipelines, confirm which pipeline and statuses you use for IT support and that these are the ones your Help Desk workspace is organized around.​ And in Service > Help Desk, review the views/filters (pipeline, status, owner, team) and confirm they are not inadvertently excluding your Airtable-created tickets.​

So I don't think you need to rebuild anything. You should be able to keep the Airtable → “Create ticket via API” setup. What you may need to do is "just" standardize the ticket properties so they align with Help Desk expectations (correct pipeline, initial status, and any required routing properties). This can be done either directly in your integration mapping or via a HubSpot ticket workflow.​

A common pattern is: workflow triggers on Ticket creation where “Source is API” (or a specific property you set from Airtable), then sets the correct Pipeline, Ticket status, and any Help Desk routing properties so they immediately show in the appropriate Help Desk view.​

I hope that helps! 

[RubenBurdin]

Hi @cclark2 , this confusion is very common, and you’re close already. The key thing to clarify is that Help Desk is not a separate destination from ticket pipelines. In HubSpot, Help Desk is essentially a view and routing layer that sits on top of the Tickets object. Tickets never “move” to Help Desk. They either qualify to appear there or they don’t.

What determines whether a ticket shows up in Help Desk is the ticket source and routing rules, not the pipeline itself. Tickets created via API or integrations like Airtable usually come in without the properties Help Desk expects, so they stay invisible there even though they exist in the ticket pipeline.

In 2025, for a ticket to appear in Help Desk, it generally needs to meet Help Desk routing criteria, typically one of these:

• Ticket source is Email, Form, Chat, or another channel connected to Help Desk

• Ticket is routed via Help Desk routing rules

• Required Service Hub properties (like status or channel) are set correctly at creation time

Your Airtable integration is creating tickets correctly, but it’s likely not setting the ticket source or channel in a way Help Desk recognizes. That’s why you only see a couple of tickets, probably ones created through native HubSpot channels.

You don’t necessarily need to rebuild the integration. The simplest fix is usually a workflow:

• Trigger on Ticket creation

• If Ticket source is unknown or API

• Set the ticket properties required for Help Desk routing (status, channel, or pipeline stage depending on your setup)

Once those properties are set, the tickets will immediately start appearing in Help Desk.

This HubSpot doc explains the model clearly and is worth revisiting with this lens: https://knowledge.hubspot.com/help-desk/manage-tickets-in-help-desk

So the short answer is no, you’re not missing a “move to Help Desk” switch. You just need to make sure tickets created by Airtable are enriched so Help Desk can see and route them.

Hope this helps clear it up.

[BérangèreL]

Hey @cclark2 👋 I hope that you are having a great Tuesday!

I understand that you'd like to manage tickets in helpdesk. Please let me know if that's not the case.

Have you already checked these resources?

- Manage tickets in help desk
- Create and respond to tickets in help desk
- Route tickets in help desk

I'd love to put you in touch with our Top Experts who have experience with helpdesk: Hi @HubDoPete, @danmoyle and @kosalaindrasiri do you have any insights to share with @cclark2, please?

Thanks so much for your help and have a wonderful day!
Bérangère

[cclark2]

Hello, Thank you for these resources they were helpful for learning help deks but I'm still stuck on getting these tickets routed to help desk. I did a couple test and the integration is still sending tickets to the ticket pipeline instead of the Help desk