Velaro tickets cover what HubSpot Service Hub Professional offers for a service desk. This article explains each

part, where to set it up, and the CLI and MCP commands for it.

Help Desk workspace

Left navigation > Help Desk (sites with Ticketing).

• Tickets tab: a list of tickets with saved views on the left. Built-in views are My open tickets,

Unassigned, All open, Waiting on customer and SLA breached. Filter by status, priority, mine, unassigned,

SLA breached and search, then Save view. Anyone can save a personal view; managers and administrators

can share a view with everyone. Tick tickets to assign, change priority, resolve or close them in bulk

(managers and administrators).

• Board tab: the ticket pipeline as columns. Drag a ticket to a stage, or use its Move to menu.

Agents only see tickets of their own teams and tickets assigned to them. Administrators see every ticket.

Ticket pipelines and stages

Admin > Ticketing > Pipelines.

• Each pipeline is a list of stages, for example New, Diagnosing, Awaiting parts, Tech dispatched,

Waiting on customer, Resolved, Closed.

• Every stage stands for one ticket status (New, Open, Waiting on customer, Resolved, Closed), so SLAs,

automation and reports keep working. Every pipeline needs at least one stage for each status.

• A stage can require properties. A ticket cannot move into that stage until those properties have a

value; the agent sees which ones are missing.

• One pipeline is the default. New tickets start in its first stage.
• Moving a ticket to a Resolved or Closed stage resolves or closes it.

Custom properties

Admin > Ticketing > Properties (tickets) and CRM > Companies > Company properties (companies).

• Types: Text, Number, Date, Dropdown, Checkbox, Currency.
• Values are edited in the ticket sidebar (Properties) and on the Companies page (Properties).
• Values are checked: numbers must be numbers, dates are yyyy-mm-dd, dropdown values must be one of the options.

Associations

Ticket sidebar > Associations.

• The ticket's contact and that contact's company always show.
• Link more contacts, companies, deals and calls. A linked call shows its direction, time, length and a

Play recording button.

• CRM > Companies > View tickets lists a company's tickets (linked tickets plus tickets of its contacts).

SLAs

Admin > Ticketing > SLA Policies.

• Targets per priority: first response, next response (each customer reply after the first response) and

resolution, in minutes.

• Business hours only counts only the open hours of a schedule (the policy's own, or the default

business hours schedule set at the top of the SLA tab). Without a schedule, every minute counts.

• Pause while waiting on the customer: the resolution clock stops while the ticket is Waiting on customer

and restarts with the time that was left.

• Due soon warning: the assigned agent gets a push this many minutes before a target is due (0 turns it off).
• A breach adds a note on the ticket and pushes to the assigned agent.

Customer satisfaction (CSAT)

Admin > Ticketing > CSAT > send a survey email, with a delay in hours.

• After a ticket is resolved and the delay has passed, the customer gets one email with 1 to 5 links.
• The link opens the ticket portal, where the customer confirms the score and can add a comment. The

ticket gets a note with the score.

• Reports > Tickets > Overview > Service quality shows SLA attainment, average first response, the survey

response rate, and per agent: tickets, resolved, average resolution, CSAT, survey responses and SLA met.

Playbooks

Admin > Ticketing > Playbooks. A playbook is a guided script: guidance steps and questions (text, number,

date, dropdown, checkbox, amount, optionally required). A question can save its answer into a ticket property.

Agents open it from the ticket sidebar (Playbooks), answer, and save; the ticket gets an internal note with the

answers. Playbooks can be set for tickets, calls, deals or anything.

Customer portal

Admin > Ticketing > Customer portal. The portal link (/support/<key>) lets customers sign in with a 6-digit

code sent to their email, see all of their requests, open a new one, and search your public help articles. Copy

the link for your website; Change link makes a new one (the old one stops working). Brand color, logo,

welcome text and the email-code requirement for single-ticket links are set on the same tab.

Custom reports

CRM > Custom reports (managers and administrators). Pick tickets, deals, contacts or companies, a group-by and

a measure (for example deals by stage, total amount; tickets by agent, average first response), filters and a

period, then Run. Save to my board keeps it; Show board runs all saved reports as charts. Tickets need

Ticket Reports in the plan; deals, contacts and companies need the CRM.

Deal pipelines and sequences

CRM > Deals > Edit pipeline: stages, win probability, won/lost, and the deal fields a deal must have before it

enters a stage. CRM > Campaigns works as sequences: a step can be an email or a task for the rep, delays can count

business days only, and Stop when the contact replies ends the sequence when the contact emails back.

Automation

Admin > Ticketing > Automation. Rules can run when a ticket is created, resolved, reopened, idle for a

number of hours, or breaches an SLA. Conditions: priority, category, status, team, assigned agent, source and

subject. Actions: set priority, category or status, assign a team or agent, escalate priority, add an internal

note.

CLI

velaro ticket assoc-list <ticketId>
velaro ticket assoc-add <ticketId> company <companyId> --label "Operator"
velaro ticket company-tickets <companyId> --open-only
velaro ticket property-list
velaro ticket property-define --label "Equipment serial" --type Text --required
velaro ticket property-set <ticketId> --value 12=TUG-4471
velaro ticket pipeline-list
velaro ticket pipeline-save --name "Service" --default --stages "New:new,Diagnosing:open,Tech dispatched:open:12,Waiting on customer:pending,Resolved:resolved,Closed:closed"
velaro ticket pipeline-board <pipelineId>
velaro ticket pipeline-move <ticketId> tech_dispatched
velaro ticket view-list
velaro ticket view-save --name "AOG" --filters "{\"priority\":\"urgent\"}"
velaro ticket sla-list
velaro ticket playbook-list --applies-to ticket
velaro ticket playbook-respond <playbookId> ticket <ticketId> --answer equipment_serial=TUG-4471
velaro ticket portal-link
velaro report custom-catalog
velaro report custom-run --object deals --group-by stage --measure sum_amount --days 90

MCP tools

ticket_association_list, ticket_association_add, ticket_association_remove, ticket_company_list,

ticket_property_list, ticket_property_define, ticket_property_archive, ticket_property_get,

ticket_property_set, ticket_pipeline_list, ticket_pipeline_save, ticket_pipeline_board_get,

ticket_pipeline_move, ticket_view_list, ticket_view_save, ticket_view_delete, ticket_sla_policy_list,

ticket_playbook_list, ticket_playbook_respond, ticket_portal_link_get, ticket_portal_link_rotate,

report_custom_catalog_get, report_custom_run.