Tickets

Automate ticket status

Last updated: December 12, 2018

Marketing Hub

Applies to:

Service Hub
service-pro-enterprise
Professional, Enterprise

Set up ticket automation to keep your ticket statuses up-to-date in HubSpot. This helps service representatives understand the next action to take with a ticket.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Service > Tickets.
  • In the Tickets pipelines and statuses section, click Edit next to the pipeline you want to automate.
  • Click the Automation tab.
  • In the Automate ticket stage changes section, you can automate the updates to a ticket status when an email is sent to the contact or when the contact replies to a sent email in the ticket record.
    • In the When EMAIL IS SENT TO CUSTOMER box, click the Select a stage dropdown menu and select the stage for the ticket status when an email is sent to the contact associated with the ticket record. Then, click Create workflow.
    • In the When CUSTOMER REPLIES TO EMAIL box, click the Select a stage dropdown menu and select the stage for the ticket status when the contact associated with the ticket record replies to an email in the ticket record. Then, click Create workflow.

  • Click the plus icon add in either box to add more actions to the workflow.
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