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Tool: Creating Support Tickets

Create support tickets in HubSpot or Salesforce

Last updated on October 27, 2025

What it does

Creates a support ticket in your CRM (HubSpot or Salesforce) with the information collected during the conversation.

When to use it

For support escalation, bug reports, or any scenario requiring ticket tracking.

Requirements

  • HubSpot: HubSpot integration must be connected
  • Salesforce: Salesforce integration must be connected
  • Must collect name, email, and problem description before creating the ticket

Can combine with

Tool: @mention_specifically is commonly used to confirm ticket creation.

HubSpot: @create_hubspot_ticket

Configuration

Available in tool settings:
Pipeline: Select which HubSpot ticket pipeline to use for new tickets
Stage: Choose the initial stage for new tickets within the selected pipeline
Owner (Optional): Optionally assign tickets to a specific rep. Leave blank for unassigned tickets

Syntax

@create_hubspot_ticket [with additional context]

Example

1. @ask_question: "Describe your issue in one message."

2. @recommend a solution for the issue. @show_options["Issue resolved", "Still need help"]
    - If "Issue resolved", proceed to Step 6.
    - If "Still need help", proceed to Step 3.

3. @ask_question: "What's your email address?"

4. @ask_question: "What's your name?"

5. @mention_specifically: "I'm creating a support ticket now. Someone will get back to you shortly." @create_hubspot_ticket

6. @stop_playbook

What Gets Created

The HubSpot ticket includes:
  • Subject/Title: Generated from conversation
  • Description: Full issue description
  • Contact: Associated with the email address
  • Pipeline & Stage: Per your configuration
  • Owner: Per your configuration (or unassigned)
  • Conversation Context: Full chat transcript attached

Salesforce: @create_salesforce_ticket

Configuration

Basic setup via Salesforce integration. No additional tool configuration required.

Syntax

@create_salesforce_ticket [with additional context]

Example

1. @ask_question: "What issue are you experiencing?"

2. @ask_question: "What's your email address?"

3. @ask_question: "What's your name?"

4. @mention_specifically: "I'm creating a support case for you. Our team will respond soon." @create_salesforce_ticket

5. @stop_playbook

What Gets Created

The Salesforce case includes:
  • Subject: Generated from conversation
  • Description: Full issue details
  • Contact: Associated with the email address
  • Status: New (or per your Salesforce defaults)
  • Origin: Web or Chat
  • Conversation Context: Full chat transcript

Tips

  • Use generic terminology: Say "support ticket" or "support case", not "HubSpot" or "Salesforce"
  • Collect info first: Always get email and name before creating the ticket
  • Provide confirmation: Let the visitor know their ticket was created
  • Test thoroughly: Create a test ticket to verify data flows correctly

Common Pattern: AI-First Support

1. @ask_question: "What's your issue?"

2. @recommend solution. @show_options["Fixed!", "Still broken"]
    - If "Fixed!", proceed to Step 6.
    - If "Still broken", proceed to Step 3.

3. @ask_question: "Email?"

4. @ask_question: "Name?"

5. @create_hubspot_ticket @stop_playbook

6. @mention_specifically: "Glad I could help!" @stop_playbook

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