Hub

What's The Request?

Category, priority, and context

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Actions BarPRIMARYCUSTOM

Quick actions: Reply, Add Note, Change Status, Assign

About This TicketPRIMARY

Subject, description, source, priority, category

Ticket CategoryPRIMARY

Question, Issue, Bug, Request, Feedback

SLA StatusPRIMARY

First response time, resolution time, SLA compliance

Request Type DetailCUSTOM

Detailed categorization: How-To, Configuration, Bug, Feature Gap

Product AreaCUSTOM

Which area of your offering is involved

Where Are We?

Status, conversation, and resolution progress

Conversation TabPRIMARY

Full conversation thread - customer messages and agent responses

Activities TabPRIMARY

Internal notes, status changes, assignment history

Pipeline StagePRIMARY

Current status: New → Triaged → In Progress → Waiting → Resolved → Closed

Ticket OwnerPRIMARY

Assigned agent responsible for resolution

Resolution TypeCUSTOM

How resolved: Answered, Fixed, Workaround, Escalated, Out of Scope

Knowledge Article CreatedCUSTOM

Did this ticket spawn a knowledge base article?

What's Connected?

Who, what service, and related work

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Service AssociationPRIMARYCUSTOM

What Service does this ticket relate to?

Contact Association

Who submitted this ticket - the requester

Product Association

What Product is involved?

Knowledge Article LinksCUSTOM

KB articles used in resolution

Spawned DeliverableCUSTOM

If request converted to planned work

Appointment Association

If ticket addressed in a session
👥 Customer View Primary 💰 Revenue View Supporting 🧠 Business Context Supporting ⚡ Team Enablement Primary
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Associations

How tickets connect to other records in HubSpot

Value Path Configuration

Configure each stage of the customer journey

Implementation Patterns

Common patterns and best practices