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Auto Ticket Creation

How Interhubz automatically creates HubSpot tickets from Intercom conversations and Customer Tickets.

Tarek Khalil avatar
Written by Tarek Khalil
Updated this week

What is Auto Ticket Creation?

Auto Ticket Creation automatically creates HubSpot tickets when new Intercom conversations or Customer Tickets are opened. Tickets are placed into your chosen HubSpot pipeline and stage, named using a customizable template, and optionally associated with the matching HubSpot contact. After creation, the conversation is automatically captured and synced as a note on the ticket timeline.

How does Auto Ticket Creation work?

When enabled, Interhubz listens for new Intercom conversations or Customer Tickets in real-time. When one is detected, Interhubz:

  1. Creates a new ticket in HubSpot using your configured pipeline, stage, and naming template

  2. Matches the Intercom contact to a HubSpot contact and associates them with the ticket (if a match is found)

  3. Automatically captures the conversation and syncs it as a note on the newly created ticket

The entire process typically completes within seconds of the triggering event.

Trigger Sources

You can enable auto-creation independently for two types of Intercom events:

From Conversations

Creates a HubSpot ticket automatically when any new Intercom conversation is opened.

Mode

Description

Never (manual only)

Tickets are only created manually via the Intercom inbox app. This is the default.

All conversations

Automatically create a HubSpot ticket for every new Intercom conversation.

From Customer Tickets

Creates a HubSpot ticket automatically when an Intercom Customer Ticket is created.

Mode

Description

Never (manual only)

Tickets are only created manually via the Intercom inbox app. This is the default.

Always

Automatically create a HubSpot ticket whenever an Intercom Customer Ticket is created.

Note: Only Intercom Customer Tickets trigger auto-creation. Back-office and Tracker ticket types are not included.

Access these settings via: Connections → [Connection] → Ticketing → Creation

Can I also create tickets manually?

Yes. Regardless of your auto-creation settings, you can always create and link HubSpot tickets manually using the Interhubz inbox app inside Intercom. The manual option is always available.

Ticket Policy

Before enabling auto-creation, you must configure your Ticket Policy. Auto-created tickets use these settings to determine where and how tickets are created in HubSpot.

Access policy settings via: Connections → [Connection] → Ticketing → Policy

Default Pipeline

The HubSpot pipeline where new tickets will be created. If not configured, Interhubz will suggest your first available pipeline as a default.

Initial Stage

The starting stage within the selected pipeline for newly created tickets. If not configured, Interhubz will suggest the first stage of the selected pipeline as a default.

Important: Both a default pipeline and initial stage must be configured before auto-creation will function. If either is missing, auto-creation will be skipped.

Ticket Name Template

Customize how your HubSpot ticket names appear using a template with dynamic variables.

Default template: [Intercom] {subject} - {contact_name}

Available variables:

Variable

Description

{subject}

Conversation subject or ticket title

{contact_name}

Contact's full name

{contact_email}

Contact's email address

{company_name}

Associated company name

{conversation_id}

Unique conversation or ticket ID

{assigned_to}

Assigned teammate

{created_at}

Creation timestamp

{closed_at}

Close timestamp

{tags}

Conversation tags

{rating}

CSAT rating (if available)

Example templates:

  • [Intercom] {subject} - {contact_name} → [Intercom] Billing issue - Jane Smith

  • {subject} ({conversation_id}) → Billing issue (12345)

  • [Support] {contact_name} - {subject} → [Support] Jane Smith - Billing issue

Note: Not all variables may be populated depending on the trigger source. For Customer Ticket auto-creation, {subject}, {contact_name}, and {conversation_id} are the most reliably available.

Contact Matching

When a ticket is auto-created, Interhubz automatically attempts to match the Intercom contact to an existing HubSpot contact using your connection's matching configuration (email, phone, or external ID). If a match is found, the HubSpot ticket is associated with that contact.

If no match is found, the ticket is still created — it simply won't have a contact association. You can manually associate the ticket with a contact in HubSpot afterward.

Duplicate Prevention

Interhubz prevents duplicate tickets for the same conversation. If a HubSpot ticket has already been created and linked to a given Intercom conversation or Customer Ticket, auto-creation will be skipped for that conversation.

Stage Mapping

Stage mapping lets you keep Intercom conversation states and HubSpot ticket stages in sync. You can map each Intercom state (open, closed, snoozed) to a specific HubSpot stage within each pipeline.

Access these settings via: Connections → [Connection] → Ticketing → Stage Mapping

Sync Direction

For each state mapping, you can choose the sync direction:

Direction

Description

Intercom → HubSpot

When the conversation state changes in Intercom, update the HubSpot ticket stage

HubSpot → Intercom

When the ticket stage changes in HubSpot, update the Intercom conversation state

One-Way Stage Sync

When enabled (default), stage sync only flows in the configured direction. This prevents sync loops where a change in one system triggers a change in the other, which triggers another change back.

Multi-Ticket Sync Policy

When a single conversation is linked to multiple HubSpot tickets, you can control which tickets receive stage sync updates:

Policy

Description

Primary only (default)

Only the primary (first-created) ticket is kept in sync with the conversation state

All linked

All tickets linked to the conversation are kept in sync

Conversation Capture on Ticket

After a ticket is auto-created, Interhubz automatically captures the conversation and syncs it as a rich note on the HubSpot ticket timeline. This ensures your ticket has full context — including the transcript, participant information, and metadata — right from the start. The conversation capture uses your existing capture and content settings.

Troubleshooting

Auto-creation is enabled but tickets aren't being created

Check the following:

  1. Policy not configured: Ensure both a default pipeline and initial stage are selected in your Ticket Policy settings.

  2. Ticket already exists: If a HubSpot ticket is already linked to the conversation, a duplicate won't be created.

  3. Wrong ticket type: For Customer Ticket auto-creation, only "Customer" type tickets are supported. Back-office and Tracker tickets are ignored.

  4. HubSpot connection: Verify your HubSpot connection is active and the OAuth token hasn't expired.

A ticket was created but has no contact associated

This means Interhubz couldn't find a matching HubSpot contact for the Intercom contact. Check your contact matching configuration, or manually associate the contact in HubSpot.

How quickly are tickets created?

Tickets are typically created within a few seconds of the triggering event (conversation opened or Customer Ticket created). Processing is asynchronous and includes automatic retries if a temporary error occurs.

Can I change the pipeline or stage after a ticket is created?

Yes. You can change the ticket's pipeline and stage directly in HubSpot at any time. If you have stage mapping configured, future state changes will continue to sync according to your mapping rules.

Best Practices

Which trigger source should I use?

From Customer Tickets (recommended for most teams):

  • Best for structured support workflows where Intercom Customer Tickets represent trackable issues

  • Creates tickets only for formal support requests, not casual conversations

From Conversations:

  • Best for teams that want every interaction tracked as a HubSpot ticket

  • Higher volume — consider your HubSpot ticket limits

Manual only:

  • Best for teams that want selective control

  • Agents choose which conversations become tickets via the inbox app

Pipeline & Stage recommendations

  • Choose a dedicated pipeline for Intercom-sourced tickets so they don't mix with tickets from other sources

  • Set an early/open stage as your initial stage (e.g., "New" or "Waiting on support")

  • Configure stage mappings so that closing a conversation in Intercom automatically moves the HubSpot ticket to a closed stage

Ticket naming

  • Keep templates concise — HubSpot displays ticket names in lists and search results

  • Include {subject} for context and {contact_name} for quick identification

  • Add a prefix like [Intercom] to distinguish auto-created tickets from other sources

Settings Reference

Setting

Location

Default

Creation triggers

Ticketing → Creation

Never (manual only)

Default pipeline

Ticketing → Policy

Auto-suggested from first available pipeline

Initial stage

Ticketing → Policy

Auto-suggested from first stage of selected pipeline

Ticket name template

Ticketing → Policy

[Intercom] {subject} - {contact_name}

Stage mappings

Ticketing → Stage Mapping

Auto-populated with first open/closed stages

One-way stage sync

Ticketing → Stage Mapping

Enabled

Multi-ticket sync policy

Ticketing → Stage Mapping

Primary only

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