Add custom ticket pipelines and stages

Last updated: September 5, 2018

Applies to:

Service Hub
Professional, Enterprise

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.

Was this article helpful?

If you still need help you can get answers from the , or to contact support.

Free Inbound Marketing Training Learn inbound marketing techniques that range from creating content, using  social promotion, converting and nurturing leads, and all the way to marketing  to your customers. Start the course