This article walks through submitting a new support ticket in Partner Hub, covering every field on the ticket form.
Steps
- Go to the Tickets page and click New Ticket.
- Select your team (if applicable). If you have access to more than one team, choose which one this ticket should be associated with.
- Enter a Subject. Think of it like an email subject line — keep it short and specific, since it's what you'll see when scanning your ticket list later.
- Enter the Impacted Account. This is usually a domain, email address, or fax number — whatever identifies the account affected by the issue.
- Select a Category and Subcategory. These help keep your tickets organized and searchable later. Depending on your selection, the Description field below may automatically fill with a starter template.
- Add a Description. If your category has an associated template, you'll see some starter text already in place — build on it, or write your own. This is what the support team will use to understand the issue.
- Clear removes all text from the field.
- Reset restores the original template if you clear it by mistake.
- Add any relevant attachments. Once added, attachments display just below the Description field.
- Fill in optional details, if relevant:
- Email Ticket Updates To — add anyone you'd like CC'd on replies from the support team.
- External Reference ID — link this ticket to your own internal system IDs.
- Escalate, if needed. If your account has escalation permissions, a checkbox will appear allowing you to submit this ticket as escalated from the start.
- Click Create Ticket to submit.
Good to know
- Required fields are Subject, Impacted Account, Category, Subcategory, Description, and Team (if you belong to more than one). Everything else — attachments, CC, External Reference ID, and escalation — is optional.
- Made a mistake on the Impacted Account or Category/Subcategory after submitting? These can still be updated afterward from the ticket itself — see Managing an Existing Ticket.