Create a ticket-based workflow

Last updated: October 17, 2018

Applies to:

Service Hub
Professional, Enterprise

If you are a Service Hub Professional or Enterprise 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.
  • In the upper right, click Create workflow
  • In the left pane, select Ticket-based as your workflow type.
  • Click the pencil icon edit to give your workflow a name, then click Create workflow.
  • In the workflow editor, click Set enrollment triggers.
  • In the right pane, select a filter type to use property values from a ticket, or any associated records as criteria for enrollment. When you're done, click Save.
  • Click the plus icon + to add a workflow action. In a ticket-based workflow, you can do the following:

Please note: marketing emails sent through a workflow must be published for automation.

  • Select your action, then click Save
  • Click the plus icon + to add more workflow actions as needed. ticket-based-workflow-example
  • When you're done, click the Settings tab.
  • Click Set unenrollment triggers if you want tickets to unenroll from the workflow when they meet certain criteria. 
  • In the right pane, select a ticket or associated record property to use for your unenrollment trigger(s).
  • Click Apply filter, then click Save.
  • When you're done setting up your workflow, click Review. Review the workflow settings, then click Turn on.

Learn how to create a contact-based workflow, a company-based workflow, a deal-based workflow, and a quote-based workflow.

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