This guide walks you through how to automatically create HubSpot tickets from calls, SMS messages, and contact activity in Aloware.
By the end of this guide, you’ll know how to set up triggers, test them, and understand how tickets are used by your team.
How HubSpot tickets are created from Aloware events
Aloware allows to create HubSpot tickets automatically when specific events happen on your lines. These events are monitored using line triggers, which watch for defined conditions and run an action when those conditions are met.
You can create tickets from three types of interactions:
Call trigger – creates tickets from call-related events
SMS trigger – creates tickets from inbound or outbound SMS activity
Contact trigger – creates tickets from contact-related actions
When an event matches your trigger settings, Aloware sends the event data to HubSpot and creates a ticket using the details you define, such as subject, pipeline, status, and description.
If the interaction is tied to an existing contact, the ticket is automatically associated with that contact in HubSpot.
When this automation is useful
If your team relies on HubSpot to manage follow-ups, support tasks, or customer inquiries, manually creating tickets can slow things down or lead to missed interactions.
This feature ensures that:
Calls, SMS messages, and contact activity are logged automatically
Missed or time-sensitive interactions are captured immediately
HubSpot always reflects what happened in Aloware
Follow-ups can begin without waiting for manual updates
What you need before setting this up
Before setting up triggers, confirm the following:
Your Aloware–HubSpot integration is active and synchronized
HubSpot ticket pipelines and statuses already exist
You know which line should generate tickets
Once these are in place, you’re ready to configure triggers.
Step 1: Select the line that will generate HubSpot tickets
All triggers are configured at the line level. This allows you to control which phone numbers or messaging channels create HubSpot tickets.
Go to Line Settings in Aloware.
Select the line you want to configure.
Open the Triggers section.
From here, you can add call, SMS, or contact triggers.
Step 2: Create a call trigger
Use a call trigger to create HubSpot tickets from specific call outcomes, such as missed calls or voicemails that require follow-up.
In line settings, click add call trigger.
Choose call trigger.
Define when the trigger should run.
Start by selecting the call direction - Inbound or Outbound
Next, choose the call outcome that should create a ticket. Common examples include:
Missed or abandoned calls (with or without voicemail)
Voicemails
Completed or placed calls
Failed or dead-end calls
This allows you to focus ticket creation only on call scenarios that matter to your workflow.
Define what should happen
Select Create HubSpot Ticket as the operation.
Configure the ticket action:
Select create HubSpot ticket
Set ticket subject, HubSpot pipeline, ticket status, and description
Save the trigger.
Test the call trigger
Perform a call that matches the selected outcome
Check HubSpot to confirm the ticket was created and linked to the correct contact
Step 3: Create an SMS trigger
Use an SMS trigger to create tickets from text message activity, such as inbound inquiries or outbound follow-ups.
In line settings, click add SMS trigger
Choose SMS trigger
Define the SMS conditions:
Message direction - inbound or outbound
SMS disposition status - (for example, completed)
Configure the ticket action:
Select create HubSpot ticket
Set ticket subject, HubSpot pipeline, ticket status, and description
Save the trigger.
Test the SMS trigger
Send or receive an SMS that matches your trigger settings
Verify the ticket appears in HubSpot with the correct details
Step 4: Create a contact trigger
Use a contact trigger when you want tickets created from contact-related activity, such as new contact creation.
In line settings, click add contact trigger.
Choose contact trigger.
Select create HubSpot ticket as the operation.
Save the trigger.
Test the contact trigger
Create or update a contact in Aloware.
Confirm a ticket is created in HubSpot and linked to that contact.
How can an average user use this?
Agents do not need to configure triggers to use this feature.
Once enabled by an admin, HubSpot tickets are created automatically whenever relevant calls, SMS messages, or contact activities occur in Aloware. These tickets provide immediate context and visibility into customer interactions.
Agents can use the automatically created tickets to:
View tickets generated from calls, SMS, or contact activity.
Track follow-ups and manage customer issues directly in HubSpot.
Review ticket details to understand what triggered the interaction and what action may be needed.
Examples:
Sales users can focus on follow-ups using tickets created from missed calls or inbound SMS inquiries.
Support users can manage SMS-related concerns without manually logging interactions.
How does this relate to other Aloware tools?
This feature works closely with other Aloware components:
Lines - triggers are configured per line, allowing precise control over which communication channels generate tickets
Contact management - tickets are linked to contacts, providing better visibility into customer history
Reporting and workflow management - automated ticket creation improves data consistency and downstream reporting in HubSpot
What important configuration does this take?
To ensure successful ticket automation, the following must be configured:
HubSpot integration
The Aloware-HubSpot integration must be active and fully synchronized before any tickets can be created. HubSpot ticket pipelines and ticket statuses should already be set up, as Aloware can only assign tickets to existing HubSpot values.
Line trigger setup
Triggers must be configured under the correct line in Aloware. Each trigger should reflect the intended use case, such as creating tickets only for missed calls or inbound SMS, to avoid unnecessary or incorrect ticket creation.
Ticket customization
Ticket details must be defined during trigger setup, including the subject, description, pipeline, and status. These settings should align with existing sales or support workflows in HubSpot to ensure tickets are routed and tracked correctly.