> For the complete documentation index, see [llms.txt](https://docs.ebbot.ai/ebbot-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ebbot.ai/ebbot-docs/integrations/automations-integrations/integration-setup-guides/hubspot-integration-in-automations/actions/get-ticket.md).

# Get Ticket

Read a ticket, its selected conversation content and optionally its associated CRM Notes.

**Action identifier:** `get_ticket`. **Reference checked:** 29 September 2026.

## Inputs

| Field                       | Type    | Required/default | Meaning                                                                                                                                                                                                                                                            |
| --------------------------- | ------- | ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| `ticket_id`                 | string  | Required         | The ID of the ticket to fetch                                                                                                                                                                                                                                      |
| `include_internal_comments` | boolean | `true`           | Include internal COMMENT messages from Conversations; separate from CRM Notes.                                                                                                                                                                                     |
| `include_all_ticket_fields` | boolean | `false`          | If true, fetches ALL ticket properties instead of just the default ones (slower).                                                                                                                                                                                  |
| `include_notes`             | boolean | `false`          | If true, also includes any Notes attached to the ticket in the conversation content. Some integrations save content (e.g. a chat transcript) as a Note instead of posting it into a Conversations thread - enable this if that content isn't showing up otherwise. |

## Output shape

Paths are relative to this action's output. Select them from the builder's variable picker; do not add a `ticket` wrapper to actions that return top-level fields. Nullable property fields and empty defaults are not proof that a value was retrieved.

| Path                                   | Type           | Meaning                                                                        |
| -------------------------------------- | -------------- | ------------------------------------------------------------------------------ |
| `ticket`                               | object         | Returned ticket data; may be a default object when no data is returned.        |
| `ticket.id`                            | string         | HubSpot record ID.                                                             |
| `ticket.properties`                    | object         | Property values returned for this record; some declared fields may be empty.   |
| `ticket.properties.subject`            | string \| null | The subject of the ticket                                                      |
| `ticket.properties.content`            | string \| null | The main content/description of the ticket                                     |
| `ticket.properties.hs_pipeline`        | string \| null | The pipeline ID                                                                |
| `ticket.properties.hs_pipeline_stage`  | string \| null | The pipeline stage ID                                                          |
| `ticket.properties.hs_ticket_priority` | string \| null | The priority of the ticket                                                     |
| `ticket.properties.hs_ticket_category` | string \| null | The category of the ticket                                                     |
| `ticket.createdAt`                     | string         | Creation timestamp returned by HubSpot; empty when unavailable.                |
| `ticket.updatedAt`                     | string         | Last-update timestamp returned by HubSpot; empty when unavailable.             |
| `ticket.archived`                      | boolean        | Archive flag returned by HubSpot; defaults to false when omitted.              |
| `ticket.full_conversation_content`     | string         | Assembled messages and optional Notes; see ordering and coverage limits below. |
| `exists`                               | boolean        | True when the ticket is returned; false when no ticket data is returned.       |

Property objects can contain additional fields returned by HubSpot. The declared fields above are not a promise that every property is populated.

## Choose what to pass to the next step

`include_internal_comments` defaults to `true`. Set it to `false` when the next step does not need internal team discussions. Keep `include_notes` and `include_all_ticket_fields` disabled unless the workflow needs that additional data. CRM Notes can also contain internal or sensitive information.

Before passing ticket data to an LLM, knowledge retrieval or another service, select only the fields and content needed for that task and permitted by your organization's data-handling rules. Do not pass the entire transcript just because it is available. Keep credentials and signed links out of model inputs and diagnostic output.

For customer replies, separate information suitable for the customer from internal context before generation, and check the generated reply before sending. A prompt telling an LLM to keep information private is not an access control. If the workflow cannot reliably separate the content or validate the reply, route it for human review.

## Behavior and limits

The ticket's description (`ticket.properties.content`) and assembled transcript (`ticket.full_conversation_content`) are different inputs. Enable **Include All Ticket Fields** when you need custom routing or ownership fields not returned by the default read.

**Include Internal Comments** includes `COMMENT` messages from Conversations; **Include Notes** adds associated CRM Notes. They are independent switches. Notes may contain chat transcripts even when no conversation thread exists.

The action chooses the most recently active thread from the returned thread list (up to 100 candidates), using its latest-message timestamp or creation timestamp. It fetches one page of that thread's messages; it does not iterate all threads or message pages. Notes are also read from one association page. The field name “full conversation” is therefore not a guarantee of complete historical coverage.

Conversation messages retain HubSpot's returned order. Notes are appended after messages, in association order, without a combined timestamp sort. Rich-text bodies can contain HTML. Do not assume the last block is the latest customer message.

A ticket that is not found returns `exists: false` and a default ticket object. An existing ticket with no readable conversation/Notes can have an empty transcript. There is no wait for a Note written after the creation event. Each associated Note adds a read; deleted Notes and empty bodies are skipped.

See [Troubleshooting](/ebbot-docs/integrations/automations-integrations/integration-setup-guides/hubspot-integration-in-automations/troubleshooting.md) for request errors and retry behavior, or return to the [action catalog](/ebbot-docs/integrations/automations-integrations/integration-setup-guides/hubspot-integration-in-automations/actions.md).