Customize ticket pipelines and stages

Last updated: August 17, 2018

Applies to:

Service Hub: Professional

Tickets keep track of all your customer interactions as they progress over time. The tool comes with a default Support pipeline that you can use to manage your ticket statuses.

You can also set up custom ticket stages in your settings 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
  • Click + Add another pipeline.
  • Give your new ticket pipeline a name, then click Create.

Add ticket stages to your pipeline

  • Enter a ticket stage name, then use the dropdown to specify whether this ticket stage indicates the ticket is Open or Closed.
  • Click + Add another stage to add more ticket stages to your pipeline.
  • You can click and drag your ticket stages to reorder them any way you wish.


Customize ticket properties for a specific ticket stage (optional)

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

Please note: you must have permission to edit property settings to update your ticket stage properties.

  • Hover over a specific ticket stage and click Edit properties.
  • Use the field on the left to search for the property or properties you'd like to add, then click the checkbox to the left to select that property.
  • To require a value for property, click the checkbox in the Required column for that property on the right. required-ticket-stage-properties
  • You can then click Preview popup to preview what your users will see when they move a ticket to this stage. preview-required-ticket-stages-pop-up
  • Click Save to save your changes.


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