HubSpot Guide

Data Model Fundamentals

HubSpot's CRM is a relational database with four layers:

1. Objects -- database tables (Contacts, Companies, Deals, Tickets, Custom Objects)
2. Records -- individual rows within each object
3. Properties -- data fields (columns) on each record
4. Associations -- foreign keys connecting records across objects

Standard Objects

Additional objects by subscription: Leads (Sales Hub Pro/Enterprise), Line Items, Products, Quotes, Custom Objects (Enterprise).

Associations

Associations represent relationships between records:

• Unlabeled: Simple connection (contact to company)
• Labeled: Connection with a descriptor (contact is "Decision Maker" at company)
• Primary: One company can be marked as primary
• Records can be associated within the same object type

Common association patterns:

Contact > Company (many-to-many)
Contact > Deal (many-to-many)
Company > Deal (many-to-many)
Deal > Line Item (one-to-many)
Contact > Ticket (many-to-many)

Default Association Type IDs

For custom labels: GET /crm/v4/associations/{fromObjectType}/{toObjectType}/labels

Activities (Engagements)

Activities track interactions on records: Calls, Emails, Meetings, Notes, Tasks. Activities can be associated with any CRM object and are searchable via the API.

Properties System

Every object has default properties (pre-built), custom properties (user-created), and property groups (organizational categories). Properties have a type (string, number, date, datetime, bool, enumeration) and a fieldType (text, textarea, select, checkbox, date, number, etc.).

Record Identification

Every record has a unique hs_object_id. Additional identifiers: Contacts use email, Companies use domain. Custom unique identifier properties (up to 10 per object). Use idProperty parameter in API calls.

Subscription Tiers

Data Model Viewer: Settings > Data Management > Data Model. Graph view shows visual relationship maps, table view shows associations.

Property Type & FieldType Matrix

Creating Properties via API

POST /crm/v3/properties/{objectType}

Required fields: groupName, name (internal), label (display), type, fieldType.

{
  "groupName": "contactinformation",
  "name": "favorite_food",
  "label": "Favorite Food",
  "type": "string",
  "fieldType": "text"
}

Unique Identifier Example

{
  "groupName": "dealinformation",
  "name": "system_a_unique",
  "label": "Unique ID for System A",
  "hasUniqueValue": true,
  "type": "string",
  "fieldType": "text"
}

Max 10 unique ID properties per object.

Retrieving Properties

GET /crm/v3/properties/{objectType}/{propertyName}
GET /crm/v3/properties/{objectType}

Updating Property Values

PATCH /crm/v3/objects/{objectType}/{recordId}

Date/DateTime: ISO 8601 or UNIX ms timestamp. Checkbox: true/false. Multiple-select: semicolons. Leading semicolon appends. Owner properties use owner id (not email). Clear a property by setting to empty string.

Calculation Properties

Computed properties using formulas. Use fieldType: "calculation_equation" with type of number, bool, string, or enumeration.

Arithmetic: + - * / | Comparison: < > <= >= = != | Logic: or and not

Functions: max, min, is_present, contains, concatenate, number_to_string, string_to_number

if amount > 0 and units > 0 then amount / units else 0

if quantity >= 100 then quantity * 8.50
elseif quantity >= 50 then quantity * 9.00
elseif quantity >= 10 then quantity * 9.50
else quantity * 10.00

Default Properties by Object

• Contacts: email, firstname, lastname, phone, lifecyclestage, hs_object_id, createdate, lastmodifieddate, hubspot_owner_id
• Companies: name, domain, industry, phone, city, state, country, lifecyclestage, hs_object_id
• Deals: dealname, amount, dealstage, pipeline, closedate, hubspot_owner_id, hs_object_id
• Tickets: subject, content, hs_pipeline, hs_pipeline_stage, hs_ticket_priority, hs_object_id

Overview

Workflows automatically enroll records based on trigger criteria and execute a series of actions. Available with Marketing Hub, Sales Hub, Service Hub, Data Hub, Smart CRM, or Commerce Hub Professional/Enterprise. Navigate: Automation > Workflows.

Creating Workflows

Three approaches: from scratch, using AI ("When [this happens], then [do this]"), or from templates. Object types (locked after setting triggers): Contact-based, Company-based, Deal-based, Ticket-based, Lead-based, Custom object-based, Conversation-based.

Enrollment Triggers

1. When an event occurs -- records enroll when something happens
2. When filter criteria is met -- enroll new records, or both new and existing
3. Based on a schedule -- calendar date or date property value

Re-enrollment: records must complete workflow first. Re-enrollment triggers are separate from initial triggers.

Delay Actions

Branch Types

Action Categories

• CRM: Edit records, Create record/task/note, Delete contact, Increase/decrease property, Rotate to owner, Create associations
• Communication: Send email, in-app notification, internal email, WhatsApp, SMS, Enroll/unenroll sequence
• Data Operations: Custom code (JS), Format data, Send webhook (Data Hub Pro/Enterprise)
• Connected Apps: Slack, Google Sheets, Asana, Trello, OpenAI, Anthropic (beta)
• Marketing: Add/remove from static list, ads audience, Set marketing contact status
• AI: Data Agent custom prompt, research, summarize record, custom LLM
• Flow Control: Go to workflow, Go to action

Settings

• Run at specific times only
• Schedule auto-deactivation
• Pause dates (holidays)
• Enrollment rate monitoring (Enterprise)
• Suppression lists

Best Practices

• Records must complete before re-enrolling
• Only emails saved for automation appear in Send Email
• Sent to primary email only
• Contacts must be marketing contacts for workflow emails
• Deleting a delay: waiting records skip immediately
• Changing delay: records rescheduled accounting for time already waited

What Sequences Are

Automated 1:1 sales outreach. Timed email templates from your connected inbox combined with task reminders. Sends FROM your personal inbox. Stops when contact replies or books a meeting.

Requirements

Email Limits

Bulk enrollment: up to 50 contacts at once, throttled at ~3 emails/minute. Max 10 email templates per sequence.

Step Types

Enrollment Methods

• One-off: From contact record, email icon, select sequence
• Bulk: Select up to 50 contacts from list/view, throttled 3/min
• Workflow (Enterprise): Auto-enroll based on property/lifecycle changes
• A contact can only be in ONE sequence at a time

Unenrollment

Automatic: Reply (default ON), Books meeting (default ON), Email bounces. Manual: Remove when unqualified, moved to funnel, requested stop. Workflow-based (Enterprise): Unenroll based on property changes.

Ticket Sales Patterns

Season Ticket Depositor Follow-Up:

• Day 0: Thank you + next steps
• Day 2: Seat selection info/timeline
• Day 5: Call task -- personal check-in
• Day 8: Benefits reminder email
• Day 12: Urgency email (limited availability)
• Day 15: Final call task

New Lead from Stadium Interest:

• Day 0: Welcome + stadium info
• Day 2: Pricing overview
• Day 4: Call task
• Day 7: Testimonial/social proof
• Day 10: LinkedIn task
• Day 14: Last chance / special offer

Sequences vs Workflows

Key Deal Properties

Pipelines

• Each deal exists in exactly one pipeline
• Stages have win probability percentages
• Pipeline automation: create tasks on stage change, send notifications, update properties
• Navigate: Settings > Objects > Deals > Pipelines
• Create separate pipelines for: new season ticket sales, renewals, group/corporate, sponsorships

API

PATCH /crm/v3/objects/deals/{dealId}
{ "properties": { "dealstage": "closedwon" } }

POST /crm/v3/objects/deals/batch/update

GET /crm/v3/pipelines/deals
GET /crm/v3/pipelines/deals/{pipelineId}/stages

Line Items

Individual product instances attached to deals.

POST /crm/v3/objects/line_items
PUT /crm/v4/objects/line_items/{lineItemId}/associations/default/deals/{dealId}

Workflow Patterns

• Stage change notification: Closed Won > internal notification + follow-up task
• Stale deal alert: No movement in X days > reminder + review task
• Automatic task creation: Contract Sent > follow up in 3 days
• New deal assignment: Deal created > rotate to owner > intro task

Overview

User-defined database tables for data that doesn't fit standard objects. Enterprise subscriptions only. Navigate: Settings > Data Management > Objects > Custom Objects.

Good Use Cases

• Subscriptions, Assets, Locations, Events/Games, Inventory, Projects

Bad Use Cases

• Duplicating existing objects, data that fits in properties, simple categorization

Creating via API

POST /crm/v3/schemas

{
  "name": "games",
  "labels": { "singular": "Game", "plural": "Games" },
  "primaryDisplayProperty": "game_name",
  "properties": [
    { "name": "game_name", "label": "Game Name",
      "type": "string", "fieldType": "text",
      "isPrimaryDisplayLabel": true },
    { "name": "game_date", "label": "Game Date",
      "type": "date", "fieldType": "date" }
  ],
  "associatedObjects": ["contacts", "deals"]
}

Capabilities

Properties, Pipelines, Associations, Workflows, Reports, Segments/Lists, Views.

Practical Example: Season Ticket Packages

Properties: package_name, seat_section, seat_row, seat_numbers, price_tier (P0-P5), total_price, season_year, payment_plan.

Pipeline: Deposit Received > Seat Selection Pending > Seat Assigned > Contract Sent > Payment Complete > Active.

Overview

Segments group records based on property values. Used across marketing emails, workflows, reports, ads, surveys. Navigation: CRM > Segments.

Two Types

• Active Segments: Auto-update. Records join/leave based on criteria. Use for: newsletter lists, outbound call lists, workflow triggers.
• Static Segments: Snapshot. Manual add/remove. Use for: event attendees, one-time blasts, bulk delete, historical snapshots.

Converting: Active > Static stops auto-updating. Static > Active starts auto-updating (must have filters set).

Filter Logic

AND (within group): All conditions must be true. OR (between groups): At least one group must be true.

Filter sources: property values, associated object properties, activities, page views, form submissions, email interactions, workflow enrollment, segment membership.

Limits: 250 filters per segment, 60 associated object filters, complex filters may take up to 2 hours.

API

GET /contacts/v1/lists
GET /contacts/v1/lists/{listId}/contacts/all
POST /contacts/v1/lists/{listId}/add
POST /contacts/v1/lists/{listId}/remove

Imports

Methods: CSV upload, Spreadsheet sync (Google Sheets/Excel), API batch endpoints.

File requirements: CSV or XLSX, max 1,048,576 rows, max 60 MB, UTF-8, one header row.

Best practices: Map columns before importing, use internal property names for enumerations, ISO 8601 dates, email is dedup key for contacts, domain for companies, lifecycle stage only moves forward.

Deduplication

Navigate: Data Management > Data Quality > Duplicate Management. Identified by: Contacts (email, first+last name, phone), Companies (domain, name).

POST /crm/v3/objects/{objectType}/merge
{ "primaryObjectId": "123", "objectIdToMerge": "456" }

Bulk Operations

POST /crm/v3/objects/{objectType}/batch/update   (max 100/batch)
POST /crm/v3/objects/{objectType}/batch/archive  (90-day recycle bin)

GDPR

DELETE /crm/v3/objects/contacts/{contactId}?gdprDelete=true

Import File Requirements

CSV, XLSX, or XLS. 512,000 rows or 150MB max. UTF-8. Required unique identifiers: Contacts need email, Companies need domain or name, Deals need deal name.

Step-by-step

CRM > Contacts > Import > File from computer > Select objects > Upload > Map columns > Configure (create and update / create only / update only) > Set lifecycle stage > Review > Finish.

Import Associations

Include identifiers for both objects in one file. Select both objects during setup.

Best Practices

• Clean data first. Test with 10-20 rows
• Use email for contacts, domain for companies
• Standardize dropdown values
• Semicolons for multi-select. TRUE/FALSE for checkboxes

Exports

From views (select records > Export), from lists, from reports. Formats: CSV, XLS, XLSX.

Data Sync (Operations Hub)

Two-way real-time sync with 100+ apps. Configure sync direction, field mappings, filter rules, conflict resolution.

Vivenu Integration Notes

Sync: Contacts (purchasers), Transactions, Event attendance. Methods: Native integration, Zapier/Make, API-based, CSV import. Key fields: Email, Name, Phone, Purchase history, Last match attended, Ticket type, Seat location.

Base URL

https://api.hubapi.com

Authentication

Private App Access Token (recommended): Authorization: Bearer pat-na1-xxx

OAuth 2.0: For multi-account apps.

REST Conventions

GET (read), POST (create/search), PATCH (update), PUT (associations), DELETE (remove).

Rate Limits

Common Patterns

POST /crm/v3/objects/{objectType}/batch/create
POST /crm/v3/objects/{objectType}/batch/read
POST /crm/v3/objects/{objectType}/batch/update
POST /crm/v3/objects/{objectType}/batch/archive
POST /crm/v3/objects/{objectType}/batch/upsert

Pagination: ?limit=100&after=100

Specific properties: ?properties=email,firstname,lastname

Property history: ?propertiesWithHistory=lifecyclestage

Key Endpoints

/crm/v3/objects/contacts
/crm/v3/objects/companies
/crm/v3/objects/deals
/crm/v3/objects/tickets
/crm/v4/objects/{from}/{fromId}/associations/default/{to}/{toId}
/crm/v3/properties/{objectType}
/crm/v3/pipelines/{objectType}
/crm/v3/owners
/crm/v3/objects/{objectType}/search
/crm/v3/objects/calls | emails | meetings | notes | tasks

Webhooks

Subscribe to: contact.creation, contact.propertyChange, deal.creation, deal.propertyChange, deal.deletion.

Scopes

Common Pattern

POST   /crm/v3/objects/{objectType}              # Create
GET    /crm/v3/objects/{objectType}/{id}          # Read
GET    /crm/v3/objects/{objectType}               # List
PATCH  /crm/v3/objects/{objectType}/{id}          # Update
DELETE /crm/v3/objects/{objectType}/{id}          # Delete
POST   /crm/v3/objects/{objectType}/search        # Search
POST   /crm/v3/objects/{objectType}/batch/*       # Batch ops

Create Contact Example

{
  "properties": {
    "email": "[email protected]",
    "firstname": "Jane",
    "lastname": "Doe",
    "phone": "+18884827768",
    "company": "Greenville Triumph",
    "lifecyclestage": "lead"
  }
}

Create with Association

{
  "properties": { "email": "[email protected]" },
  "associations": [{
    "to": { "id": 101 },
    "types": [{
      "associationCategory": "HUBSPOT_DEFINED",
      "associationTypeId": 1
    }]
  }]
}

Upsert

Use idProperty with email or custom unique identifier.

Lifecycle Stage

Can only move forward. Clear first to move backward.

Associations API (v4)

PUT /crm/v4/objects/{from}/{fromId}/associations/default/{to}/{toId}
GET /crm/v4/associations/{from}/{to}/labels
POST /crm/v4/associations/{from}/{to}/batch/create  (max 1,000)

Endpoint

POST /crm/v3/objects/{object}/search

Filter Operators

AND logic: filters in same group. OR logic: multiple filter groups.

Limits: 5 req/sec, 10,000 max results, 200 per page, 5 filter groups max, 6 filters per group max.

Example: Closed Won Deals

{
  "filterGroups": [{ "filters": [
    { "propertyName": "dealstage",
      "operator": "EQ", "value": "closedwon" },
    { "propertyName": "pipeline",
      "operator": "EQ", "value": "default" }
  ]}],
  "properties": ["dealname","amount","closedate","hubspot_owner_id"],
  "sorts": [{ "propertyName": "amount",
              "direction": "DESCENDING" }],
  "limit": 100
}

Wildcard Email Domain

{ "filters": [{
    "propertyName": "email",
    "operator": "CONTAINS_TOKEN",
    "value": "*@greenvilletriumph.com"
}]}

Report Types

Single Object, Cross-Object (Pro/Enterprise), Funnel, Attribution (Marketing Enterprise).

Chart Types

Bar, Line, Area, Pie/donut, Tables/pivot tables, KPI displays, Scatter, Combo.

Key Patterns for Ticket Sales

• Revenue by Deal Stage: Deals > Sum of Amount by Stage > stacked bar/funnel
• Sales Rep Performance: Deals > Count + Sum by Owner > filter close date
• Contact Acquisition: Contacts > Count by Create date > line chart
• Pipeline Velocity: Deals > Avg time in stage > bar chart
• Revenue Forecast: Deals > Weighted amount by Close date > bar chart

Dashboards

Reporting > Dashboards. Add reports, arrange in grid, global date range, share with teams.

Limits

Overview

Shareable booking links for contacts to schedule based on real-time calendar availability. Sync to CRM and calendar automatically. Requires connected calendar.

Meeting Types

One-on-One, Group (requires Sales/Service seat), Round Robin (requires seat).

Configuration Tabs

Overview (title, location, videoconference, description), Team Members, Scheduling (date range, duration, buffer, minimum notice, increments), Form (fields), Automation (confirmation, reminders).

Sharing Methods

Direct link, embed on website, CTA button, email signature, live chat, sales emails, mobile app.

Recommended Pages for Ticket Sales

• Stadium Tour (30 min, in-person, round robin)
• Season Ticket Consultation (15-30 min, phone/video)
• Group Sales Inquiry (30 min, phone/Zoom)
• Renewal Meeting (15 min, phone)

Activity Types

Emails, Calls, Meetings, Notes, Tasks, WhatsApp, LinkedIn, Postal mail.

Creating Tasks

From record: click task icon. From Tasks tool: CRM > Tasks > Create task. Bulk: select records > Create tasks.

Properties: Title, Type (To-do/Call/Email), Priority (None/Low/Medium/High), Due date, Owner, Queue, Notes, Associated records, Status (Not started/In progress/Waiting/Completed/Deferred).

Task Queues

Personal groupings. Create at CRM > Tasks > Queues. Work a queue: presents tasks one at a time with record context.

Calendar Sync

Pro/Enterprise. Settings > General > Calendar > Task sync. Tasks appear as calendar events.

Logging Activities

• Log call: Record > Log activity > Log call > Outcome, duration, notes
• Log email: Record > Log activity > Log email > Content, direction
• Add note: Record > Note icon > Type > Save

Automation Patterns

• Lead follow-up: Form submission > task to call within 24h
• Deal stage: Proposal Sent > task to follow up in 3 days
• Renewal: Expiration 90 days away > task for account manager
• Overdue escalation: 2+ days overdue > notification to manager

Minutes Allocation

Minutes do NOT roll over.

Setup

Settings > Calling. Get HubSpot number or register your own. Third-party providers: Aircall, RingCentral, Zoom Phone, etc.

Making Calls

From record (phone icon), from calling tool (top nav), or from task queues.

During & After Call

During: Mute, Record, Take notes, Log outcome. After: Set outcome (Connected/Left voicemail/No answer/Wrong number/Busy), type, notes.

Recording & CI

Enable in Settings > Calling. Consent settings: record all or ask permission. Conversation Intelligence (Pro/Enterprise): automatic transcription, keyword tracking, talk-to-listen ratio, coaching playlists.

Outbound Priorities

1. New depositors -- welcome call within 24h
2. Inbound leads -- call within 5 minutes
3. Renewal conversations -- 60-90 days before expiration
4. Lapsed holders -- targeted outreach
5. Post-match follow-up -- day after match

Documents

Trackable files that notify when prospects view them. Upload at Library > Documents. Supported: PDF, PPT/PPTX, DOC/DOCX, XLS/XLSX.

Tracking: notification on open, page-by-page viewing analytics, link sharing detection. Settings: require email to view, disable sharing, allow downloading.

Playbooks (Pro/Enterprise)

Interactive guides for calls/meetings. Library > Playbooks. Types: Call, Meeting, Custom.

Build with: text blocks, questions (open text, dropdown, checkbox, date, number), property update fields, notes sections. Use from record sidebar > Playbooks. Log saves to timeline.

Ticket Sales Playbooks

• Discovery Call: Fan history, attendance, seat interest, budget, preferred area, decision timeline. Updates lifecycle stage and deal amount.
• Seat Selection: Confirm preferences, review inventory, present pricing, walk through benefits, handle objections, close and process.
• Renewal Call: Satisfaction (1-10), concerns, upgrade interest, stadium benefits, payment method, decision. If declining: capture reason.

Marketing vs Sales Emails

Creating Marketing Emails

Marketing > Email > Create email. Types: Regular (one-time), Automated (for workflows), Blog/RSS.

Personalization tokens: {{ contact.firstname }}, {{ company.name }}, {{ deal.dealname }}, {{ owner.firstname }}. Always set default values.

Smart Content (Pro/Enterprise)

Show different content based on list membership, lifecycle stage, country, device, language, contact owner.

A/B Testing

50/50 split test or winning version test (small sample, then auto-send winner). Test one variable: subject line, sender name, CTA, body copy, images.

Deliverability

Required: Physical address, unsubscribe link, verified sending domain. Marketing contacts only. Bounce management: hard bounce auto-blocked, soft bounce retried.

Limits

Overview

Forms collect visitor info and create/update contacts. Available on all plans.

Types

Embedded, Standalone page (HubSpot-hosted URL), Pop-up (scroll %, exit intent, time).

Field Types

Single-line text, Multi-line text, Email, Phone, Number, Dropdown, Radio, Checkbox, Single checkbox, Date picker, File upload, CAPTCHA.

After Submission

Thank you message, redirect to HubSpot page, redirect to external URL, redirect to scheduling page (Enterprise), conditional redirect.

Progressive Profiling (Pro/Enterprise)

Show different fields to returning contacts based on what you already know.

Ticket Sales Forms

• Season Ticket Interest: Name, email, phone, seats, preferred section, source
• Group Sales Inquiry: Name, email, phone, org, group size, event type, preferred date
• Stadium Tour: Name, email, phone, preferred date/time, group size
• Newsletter: Email, first name, fan interests checkboxes

Pop-up Forms

Types: pop-up box, dropdown banner, slide-in. Targeting: URL, scroll %, exit intent, time on page, new vs returning.

Landing Pages vs Website Pages

Creating

Content > Landing Pages > Create. Select theme > template > name > drag-and-drop editor > configure settings > preview > publish.

A/B Testing

Run a test > make one change > 50/50 traffic split. Adaptive testing (Pro/Enterprise): AI auto-optimizes multiple variations.

Ticket Sales Pages

• Season Ticket Sales: Benefits, pricing, seat selection, interest form
• Group Sales: Corporate events, birthday parties, youth groups, inquiry form
• Single Match: Opponent-specific, pricing, urgency, direct ticket link
• Stadium Waitlist: Construction progress, amenities, deposit/interest form

Why Connect

Auto-logging, email tracking, calendar sync, sequences, templates, meetings tool, send from CRM. Each user must connect individually.

Supported Providers

Connect Personal Email

Settings > General > Email > Connect personal email > Select provider > Authenticate.

Connect Calendar

Settings > General > Calendar > Connect your calendar > Select provider > Authenticate. Calendar sync ON by default. Only syncs primary calendar.

Sales Extensions

Gmail: Chrome extension. Outlook: O365 add-in (recommended). Provides: Log/Track toggles, contact sidebar, templates, sequences, documents.

Core Concepts

Seats control Hub access. Permissions define capabilities. Teams organize users. Permission Sets (Enterprise) are reusable templates.

Adding Users

Settings > Users & Teams > Create user > Email > Assign seats > Set permissions > Create.

Permission Categories

• CRM: View/Edit/Delete (All/Team's/Own/None) for each object. Import/Export control. Bulk actions.
• Marketing: Email, Forms, Landing pages, Social, Ads, Campaigns, Files.
• Sales: Sequences, Templates, Documents, Playbooks, Forecasting, Payments, Quotes.
• Service: Knowledge base, Customer portal, Feedback surveys, Help desk.
• Automation: Workflows, Chatflows.
• Account: Account defaults, Billing, Property settings, User management, Data quality, Integrations.

Recommended Structures

• Super Admin (1-2): Full access
• Sales Manager: View/Edit all, delete team's, full sales tools, full reporting
• Sales Rep: View all, edit own+team's, sequences, templates, no delete
• Marketing: Full marketing tools, view contacts, no sales tools
• Box Office: View own only, minimal tools, no delete/import/export

Security

Limit Super Admins, enable 2FA, review quarterly, audit activity, remove users promptly, restrict export.

Day 1 Checklist

Profile (name, timezone), email connection, calendar connection, browser extension, notifications, mobile app.

Admin Setup

Account defaults (timezone, currency, fiscal year), domain, branding, email sending domain (DKIM/SPF/DMARC), users and seats, teams, deal pipelines, ticket pipelines, properties, lifecycle stages, lead status, integrations, subscription types, GDPR settings, views and dashboards.

Key Integrations

Google Workspace/O365, Zoom/Meet/Teams, Slack, Zapier/Make, Vivenu, social media, Stripe, Google Analytics.

Settings Navigation Quick Reference

Overview

Shared inbox for managing communications across channels (email, chat, Facebook Messenger, WhatsApp, forms). Setting up: Settings > Inbox & Help Desk > Inboxes > Connect a channel.

Team Email

Connect shared address (e.g., [email protected]). Gmail or Office 365 only. All emails appear in shared inbox.

Configuration

Assignment rules (auto-assign), round-robin, auto-reply, working hours, SLAs (Service Pro/Enterprise).

Live Chat

Automations > Chatflows > Create > Website > Live chat. Configure: Welcome message, availability, display (avatar, color, position), language, target pages.

Features: Real-time messaging, visitor info sidebar, canned responses, transfer conversations, file attachments, typing indicators.

Chatbots

Automations > Chatflows > Create > Website > Bot. Templates: Qualify leads, Book meetings, Support triage, Knowledge base search, Offline collection.

Actions: Send message, Ask question, Quick reply buttons, If/then branch, Set property, Assign to agent, Create ticket, Enroll in workflow, Book meeting, Search knowledge base.

Help Desk (Service Hub)

Ticket-centric workspace. Unified ticket view, SLA management, ticket routing, customer portal. Auto-assign by channel, properties, team capacity. Skill-based routing.

Snippets

Canned responses. Library > Snippets. Type #shortcut in any text field.

Ideas: #pricing, #parking, #groupmin, #seatmap, #stadiuminfo, #renewal.

Overview

Tickets track issues through pipeline stages from creation to resolution.

Pipelines

Settings > Objects > Tickets. Default stages: New, Waiting on contact, Waiting on us, Closed. Customize: add stages, set Open/Closed status, reorder, automate.

Creating Tickets

Manually (CRM > Tickets), from email, from forms, from chatflows, from workflows, via API.

Properties

Ticket name, Pipeline, Status, Priority, Category, Owner, Create/Close date, Source, Time to close, Time to first response.

Views

Board (Kanban drag-and-drop), Table (spreadsheet-style, bulk edit), Saved views.

SLAs (Service Pro/Enterprise)

Time to first response, Time to close. Targets by priority. Business hours clock. Breach notifications.

Ticket Sales Pipelines

Fan Support: New > In Review > Awaiting Fan Response > Resolved > Closed. Categories: purchase issue, refund/exchange, seat relocation, parking, accessibility, login, general.

Season Ticket Service: New Request > Under Review > Awaiting Approval > Processing > Complete. Use for: upgrades, payment modifications, add-ons, transfers, special events.

Customer Feedback (Service Pro/Enterprise)

CSAT, NPS, CES surveys. Auto-send on ticket close.