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 for request errors and retry behavior, or return to the action catalog.