Once a ticket has been submitted, this article covers everything you can do from within it — reviewing its details, following the conversation, replying, and taking action like closing, escalating, or reopening it.
Opening a Ticket
- Go to the Tickets page. Here you'll see a list of all your tickets. (Need to show/hide columns or narrow the list down? See Customizing Your View.)
- Click a ticket's subject to open it.
Ticket Header
At the top of the ticket, you'll see its Partner Hub ID and subject, along with its current status. For a full breakdown of what each status means, see Ticket Statuses.
Ticket Details
Expand the Ticket Details section for more information, including:
- Who submitted the ticket
- The impacted account
- Relevant dates
- Category and subcategory
- Source
Support ID: Reference this if you ever need to discuss or escalate this ticket outside of Partner Hub.
Editing: Click Edit to update the Impacted Account or the Category/Subcategory. This is especially useful for tickets that arrived through other channels (like email), where these fields may not have been set automatically.
Message History
Below the details, you'll find the message history between your team and the support team. Each message shows who sent it, when, the message itself, and any attachments.
Replying to a Ticket
For any ticket that isn't closed, you can reply using the message field near the bottom:
- Type your message.
- Attach any relevant files, if needed.
- Click Send.
Closing, Escalating, or Reopening
Action | How |
|---|---|
Close a ticket | Click Close Ticket and add your request in the pop-up. The support team will close it out accordingly. |
Escalate a ticket | If it hasn't been escalated yet, click Escalate, add any relevant details in the pop-up, and send. |
Reopen a ticket | For a ticket that's already closed, send a request through the reopen option to have the support team reopen it. |
Good to know
- Ticket status changes (Closed, Escalation, etc.) are applied by the support team based on your request — they aren't instant self-service toggles.
- Not sure what a status actually means? See Ticket Statuses.
- Need to submit a new ticket instead? See Creating a New Ticket.