How to Submit a Support Request
Use the Hubhus support portal for all support requests. You can also reach support from your Hubhus account. Submitting through the portal helps us prioritise by urgency and impact, route your case to the right team, and collect the information we need up front.
TL;DR
All support requests must be submitted through the support portal:
This ensures your request is properly registered, prioritised, and handled through our normal support flow.
Requests sent directly by email may be delayed, overlooked, or not handled through the same process.
On this page
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Where to submit
All support requests should go through the support portal:
You can also access support directly from your Hubhus portal.
Why use the support portal?
Using the support portal gives you a clearer experience and helps us process requests more efficiently. Through the portal, you can:
- submit new support requests
- track your ongoing tickets
- see replies and status updates in one place
- access Help Center articles and previous answers more easily
Over time, our email-based support flow will be phased out. We recommend using the support portal now.
What to include in your request
To help us review your request as quickly as possible, include as much relevant information as you can. Please always include:
- a clear description of the issue or request
- the page URL or relevant link, if applicable
- Lead ID, if the request relates to a specific lead
- a full-page screenshot, if relevant
- what you expected to happen
- what actually happened
The more specific your request is, the faster we can assess and handle it.
Urgent issues
If something is actively affecting your work, multiple users, or your customers, mark the request accordingly in the support flow.
Examples of urgent or business-critical issues may include:
- inability to log in
- emails not being delivered
- important workflows not running
- multiple users or customers being affected by the same issue
Using the portal helps us identify and prioritise these cases more accurately.
For more on what counts as urgent or business-critical, see Urgent and Business-Critical Issues.
Requests sent by email
Support requests must be submitted through the support portal.
Emails sent directly to individual employees are not part of our standard support flow and may therefore be delayed, overlooked, or not handled with the same priority as support tickets submitted through the portal.
As we receive a high volume of direct messages and emails, only requests submitted through the support portal can be expected to follow our normal support process.
Free and paid support
Questions, guidance, and troubleshooting are generally handled as part of normal support. Requests involving setup, changes, meetings, development work, or custom work may be handled as paid work. For details, see Free vs Paid Support and Feature Requests vs Paid Development.
Follow your tickets
After you submit a request through the support portal, you can log in to keep track of:
- open tickets
- replies and updates
- previous support conversations
- related Help Center content
This gives you a clearer overview than email alone and makes it easier to revisit earlier answers and solutions.
Summary
Submit and track support through support.hubhus.com or from your Hubhus portal so we can route, prioritise, and resolve your case efficiently. Support must go through the portal; email to individual staff is outside the standard flow and may be delayed or deprioritised. Include clear descriptions, URLs, Lead ID, and screenshots where relevant, and mark urgent business impact in the support flow. Normal support covers guidance and troubleshooting; scoped or custom work may be billed as explained in Free vs Paid Support.
Common searches
submit support request • Hubhus support portal • open a ticket • track support ticket • contact Hubhus support
Also known as
help request • support ticket • service request • contact support • raise a ticket
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