Basic Differences between Conversations Inbox and Tickets in HubSpot Service Hub:
| Feature | Conversations Inbox | Tickets |
| Bulk Edit | Can't bulk edit conversations in the Inbox | Can easily bulk edit Tickets in Pipelines |
| Custom Properties | Conversations can't have custom properties | Tickets can have custom properties |
| Status | Conversations can be marked as Open or Closed | Tickets can have a status based on what stage of the Ticket Pipeline they are in |
What is the Conversations Inbox?
The Conversations Inbox controls queries coming into channels you have set up.
Queries can come through to the Conversations Inbox through forms, chatbots, email and Facebook messenger.
The purpose of the Conversations Inbox is to quickly respond to conversations where you don't need/don't want to create a ticket. i.e. really quick responses.
Tickets can be automatically created from Conversations if you wish.
Conversations can have one of two statuses: Open or Closed.
There's no easy way to bulk edit Conversations.
Conversations Inboxes for the different Service Hub tiers:
- Free: 1 Inbox
- Starter: 1 Inbox
- Professional: 100 Inboxes
- Enterprise: 100 Inboxes
What are Tickets?
Tickets give you more flexibility to respond to and manage queries.
Tickets usually start out as Conversations in the Inbox and then become Tickets.
Tickets can have custom properties, can exist in a Ticket Pipeline and have a status. i.e. a Ticket might be in the Customer Support Ticket Pipeline, in Stage Waiting for Response.
You can easily bulk edit Tickets.
Ticket Pipelines for the different Service Hub tiers:
- Free: 1 ticket pipeline
- Starter: 2 ticket pipelines
- Professional: 15 ticket pipelines
- Enterprise: 50 ticket pipeline
Useful Links
(HubSpot) How to set up Conversations Inbox
https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox
(HubSpot) How to set up Conversation routing Rules
https://knowledge.hubspot.com/conversations/set-your-conversations-routing-rules
(HubSpot) Service Hub Pricing
https://www.hubspot.com/pricing/service?products=service-hub-starter_1&term=annual
(HubShots) Service Hub Resources