ticket-resolution

name: ticket-resolution description: Create, triage, advance, and close HubSpot support tickets — pipeline discovery, contact/company association, priority queues, bulk stage moves, resolution close-out. triggers:

• "create ticket"
• "support ticket"
• "triage tickets"
• "open tickets"
• "resolve ticket"
• "close ticket"
• "advance ticket"
• "ticket pipeline"
• "unassigned tickets"
• "reassign ticket"

Read bulk-operations/SKILL.md first — JSONL piping, batch read, pagination, dry-run/digest/confirm, and hubspot history recovery live there. hubspot <command> --help is authoritative. Tickets use the tickets object type (plural, e.g. tickets:45123).

1. Discover pipeline + stages (portal-specific, run every session)

Stage IDs differ in every portal — never hard-code them.

hubspot pipelines list --type tickets --format table
hubspot pipelines stages --type tickets --pipeline <pipeline_id> --format table

The stage table prints each stage's ID and Label ("New", "Waiting on contact", "Closed", etc.).

2. Verify enum option values for THIS portal

hs_ticket_priority, hs_ticket_category, and hs_resolution are all enumeration properties — option values are portal-configurable and hubspot properties get does NOT return them. Discover by probing or by reading live records:

# Probe: send an invalid value; the 400 error lists the allowed options.
hubspot objects update --type tickets <some_ticket_id> --property hs_resolution=__probe__
# error: "was not one of the allowed options: [ISSUE_FIXED, FEATURE_REQUEST_TRACKED, ...]"

# Or read values already in use:
hubspot objects list --type tickets --limit 10 \
  --properties hs_ticket_priority,hs_ticket_category,hs_resolution

Do NOT assume HubSpot defaults — read the portal.

3. Create a ticket and associate it

subject is the only practically-required property. Skipping hs_pipeline/hs_pipeline_stage lands the ticket in the default pipeline's first stage.

hubspot objects create --type tickets \
  --property subject="Login error on mobile app" \
  --property content="User reports 401 since v3.2 release." \
  --property hs_pipeline=<pipeline_id> \
  --property hs_pipeline_stage=<new_stage_id> \
  --property hs_ticket_priority=<value_from_step_2> \
  --property hs_ticket_category=<value_from_step_2>
# Capture the "id" from the output JSON.

hubspot associations create --from tickets:<ticket_id> --to contacts:<contact_id>
hubspot associations create --from tickets:<ticket_id> --to companies:<company_id>

Bulk intake from a JSONL queue (see bulk-operations/resources/json-patterns.md for reshape patterns):

cat support_requests.jsonl \
| jq -c '{properties:{subject:.subject, content:.description,
    hs_pipeline:"<pipeline_id>", hs_pipeline_stage:"<new_stage_id>",
    hs_ticket_priority:"<priority>", hs_ticket_category:"<category>"}}' \
| hubspot objects create --type tickets

4. Triage queries

# Open tickets by priority
hubspot objects search --type tickets \
  --filter "hs_pipeline_stage=<open_stage_id> AND hs_ticket_priority=HIGH" \
  --properties subject,hubspot_owner_id,createdate

# Unassigned
hubspot objects search --type tickets \
  --filter "!hubspot_owner_id AND hs_pipeline_stage=<open_stage_id>" \
  --properties subject,hs_ticket_priority,createdate

Filter by owner with hubspot_owner_id=<id> (find IDs via hubspot owners list --format table).

5. Advance tickets through stages (bulk update from search)

hubspot objects search --type tickets \
  --filter "hs_ticket_category=BILLING_ISSUE AND hs_pipeline_stage=<new_stage_id>" \
| jq -c '{id, properties:{hs_pipeline_stage:"<waiting_stage_id>"}}' \
| hubspot objects update --type tickets --dry-run

Re-pipe the same search without --dry-run to execute. For >100 rows, follow the --digest/--confirm flow in bulk-operations/SKILL.md ("Safe destructive workflow"). Reassign in bulk works identically with {hubspot_owner_id:"<new>"}.

6. Log a resolution note

Activity creation lives in sales-execution/SKILL.md (notes/calls/meetings/tasks). After creating the note there, link it: hubspot associations create --from notes:<note_id> --to tickets:<ticket_id>.

7. Close the ticket

hs_resolution is an enumeration — pass an allowed option value from Step 2, not free text. HubSpot then computes hs_is_closed=true, closed_date, and time_to_close.

hubspot objects update --type tickets <ticket_id> \
  --property hs_pipeline_stage=<closed_stage_id> \
  --property hs_resolution=<allowed_resolution_value>

Known limitations

• properties get/list do not return enum options — probe via update error or read live records (CLI ask logged).
• No Conversations/Inbox API surface — chat threads and inbox emails are not CLI-accessible.