Create a ticket-based workflow

Last updated: August 7, 2018

Applies to:

Service Hub: Professional

If you are a Service Hub Professional user, you can automate actions using ticket-based workflows to help manage your tickets. With these workflows, you can create a follow-up task for your support reps, update ticket properties, or send a marketing email to the contact associated with the ticket.

  • In your HubSpot account, navigate to Automation > Workflows.
  • Click Create workflow in the top right corner. 
  • Select Ticket based as your workflow type. Click the pencil icon edit to give your workflow a name, then click Create workflowcreate-a-ticket-based-workflow-
  • In the workflow editor, click Set enrollment triggers. In the Trigger tab, select which ticket property you would like to use as an enrollment trigger, then click Saveenrollment-triggers-create-date
  • Click the plus (+) icon to add a workflow action. In a ticket-based workflow, you can do the following:
    • Update ticket properties.
    • Create tasks for your team. 
    • Send a marketing email. 
  • Select your action then click Save
  • Click the plus (+) icon to add any more workflow actions as needed. ticket-based-workflow-example
  • Click the Settings tab. 
  • On the Settings tab, click Set unenrollment triggers if you want tickets to unenroll from the workflow when they meet certain criteria. 
  • In the Unenrollment triggers pane, select a ticket property and add your unenrollment criteria. 
  • Click Apply filterunenrollment-criteria-in-ticket-based-workflows
  • Click Save
  • When you are ready to enroll your tickets in the workflow, click to toggle the workflow switch in the upper-right corner ON.


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