Tickets

Add custom ticket pipelines and stages

Last updated: October 31, 2018

Applies to:

Service Hub
service-pro-enterprise
Professional, Enterprise

Tickets help keep track of all your customer interactions as they progress over time. The tickets tool includes a default Support pipeline that you can use to manage your ticket statuses. You can also set up custom ticket pipelines and stages to define a simple business process around responding to your customers.

Create a new ticket pipeline

  • 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 Ticket pipelines and stages section, click + Add another pipeline.
create-a-pipeline
  • In the dialog box, enter a Pipeline name and click Create.

 

Add ticket stages to a pipeline

  • 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 Ticket pipelines and stages section, click the name of a pipeline.
  • Click + Add another stage.
  • Enter a ticket stage name, then click the dropdown menu in the Open or closed column and select if the ticket stage should set a ticket as Open or Closed.
create-ticket-stages
  • To reorder a ticket stage, click and drag it to a new position.

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Customize ticket properties for a specific ticket stage (optional)

You can customize the ticket properties presented to users when a ticket is moved to a specific stage in one of your ticket pipelines.

Please note: you must have permissions to edit property settings to customize ticket stage properties.

  • Hover over a ticket stage and click Edit properties.
  • In the dialog box, search for a property to add and select the checkbox to add it to the ticket stage.
    • To require a value for a property, select the checkbox in the Required column.
    • To preview what your users will see when they move a ticket to this stage, click Preview popup.

required-ticket-stage-properties

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  • Click Save.

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