HubSpot Ticketing

Create support tickets in HubSpot Service Hub through AGO

Connect AGO to HubSpot Service Hub so your agents can create support tickets directly in HubSpot when they need to escalate a conversation.

Prerequisites

• A HubSpot account with Service Hub
• Admin access to both HubSpot and AGO

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Step 1: Create a Private App in HubSpot

1. In HubSpot, go to Settings > Integrations > Private Apps
2. Click Create a private app
3. Enter a name (e.g., AGO Integration)
4. Go to the Scopes tab and enable these scopes:

Scope	Purpose
tickets	Create and manage tickets
crm.objects.contacts.read	Look up existing contacts
crm.objects.contacts.write	Create new contacts
files	Attach files to tickets (optional)

5. Click Create app
6. Copy the Access Token — you will need it in the next step

ℹ️ NOTE: The access token is only shown once. Store it securely.

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Step 2: Get Your Portal ID

Find your Portal ID in your HubSpot URL — it is the number after /contacts/:

https://app.hubspot.com/contacts/12345678/...
                              ^^^^^^^^
                              This is your Portal ID

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Step 3: Configure in AGO

1. Navigate to Ticketing > Settings
2. Set Active Ticketing System to HubSpot
3. Enter your credentials:
   • Access Token: the token from Step 1
   • Portal ID: the number from Step 2
4. Click Save

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Step 4: Create a Ticket Form

1. Navigate to Ticketing > Ticket Forms
2. Create a new form and select HubSpot as the ticketing system
3. Click Import from HubSpot to sync your HubSpot ticket properties
4. Add the fields you want to your form
5. Save the form

💡 TIP: You can also use Embedded Form mode to display a native HubSpot form directly in the chat widget.

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How It Works

When a user creates a ticket through AGO:

1. AGO looks up the user’s email in HubSpot. If no contact exists, one is created automatically
2. A ticket is created in HubSpot with the form data
3. The contact is linked to the ticket
4. If files were attached, they are uploaded and linked to the ticket as notes
5. A link to the ticket in HubSpot is stored for reference

Field Mapping

AGO Field	HubSpot Property	Notes
Subject	subject	Ticket title
Description	content	Ticket body
Priority	hs_ticket_priority	Mapped: Low → LOW, Normal → MEDIUM, High → HIGH
Category	hs_ticket_category	Mapped from AGO typology
User email	Contact association	Automatic lookup or creation
Files	Note attachments	Uploaded to HubSpot File Manager
Custom fields	Custom properties	Mapped via HubSpot property name

Custom Field Mapping

To map AGO ticket fields to HubSpot properties:

1. In the ticket form builder, add a field
2. Set the HubSpot property name to match the internal HubSpot property
3. When a ticket is created, the field value is sent to the matching HubSpot property

Owner Assignment

To route tickets to specific HubSpot owners:

1. Add a dropdown field to your ticket form
2. Configure each option with a HubSpot owner ID
3. When a user selects an option, the ticket is assigned to that owner in HubSpot

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Troubleshooting

Issue	Cause	Fix
”Access token not configured”	Credentials missing	Verify token and portal ID in Ticketing settings
”Failed to create ticket”	Permission or API issue	Check that your Private App has the required scopes
Tickets not appearing in HubSpot	Wrong pipeline or stage	Verify the default pipeline exists in your HubSpot account
Contact not found	Email mismatch	The user’s email must match; AGO creates contacts automatically if needed
File attachments missing	files scope not enabled	Add the files scope to your Private App

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Related

• Ticketing — Ticketing feature overview
• Ticket Form Customization — Form field configuration and embedded forms
• Ticketing Connectors — Compare available connectors
• HelpScout Integration — Alternative ticketing connector
• Zendesk Integration — Alternative ticketing connector