Set up pipeline automations for objects

You can automatically trigger actions, such as tasks and notifications, when records move through pipeline stages or ticket statuses. For example, you can set the ticket status to Waiting on customer when a user sends an email from a ticket. This document outlines pipeline stage specific automation. 

Learn more about using the full workflow editor.

Please note: your account may use personalized names for each object (e.g., account instead of company). This document refers to objects by their HubSpot default names.

Automate actions based on pipeline stages

You can create automations based on deal, project, and custom object pipeline stages. For example, you can create a task or send an internal notification when a deal's stage changes.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. Navigate to your desired object:
   1. In the left sidebar menu, navigate to Objects > Deals.
   2. In the left sidebar menu, navigate to Objects > Projects.
   3. In the left sidebar menu, navigate to Objects > Custom Objects.
3. Click the Pipelines tab.
4. In the Select a pipeline section, click the dropdown menu, then select the pipeline to automate.
5. Click the Automate tab.
6. If collapsed, click Create workflows from scratch to expand the section.
7. In the Trigger actions when a [object name] moves to a new stage section, click the + plus icon to add an action to a pipeline stage.
8. In the left panel, set up an action such as:
   • To send an internal notification when a deal enters the stage, select Send internal email notification. Set up the notification details, then click Save.
   • To create a task when a project enters a certain stage, select Create task. Enter the task details, then click Save.
9. Click the action bubble to edit an existing action. Make changes in the left panel, then click Save.
10. Hover over an existing action, then click the comments comment icon to leave a comment for other users about an action. Type your message and click Comment.
11. Hover over an existing action, then click the delete delete icon to delete an action. Select Delete this action only to delete just the selected action, or select Delete this action and all following actions to delete the selected action and any actions below it.
12. Click Open in Workflows below the stage's actions to open in the full workflow editor.
13. Toggle the Workflow is [status] switch to turn the workflow on or off.

Automate actions based on ticket status

Configure ticket status from associated emails

You can automatically update the status of tickets when associated emails are sent or received. This means emails that are sent from the ticket and replies from your customers to the ticket. Ticket status is the HubSpot default property that tracks tickets within your pipeline (e.g., Waiting on contact status).

To turn on or edit ticket status automation:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
5. Click the Automate tab. If collapsed, click rightIcon to expand the Templated automations section.
6. To turn on ticket status automation, in the Update ticket status section, select a checkbox to turn on a trigger:
   • An email is sent to a customer: the ticket status will change when a user sends an email to a contact from the ticket record. Emails sent from the contact record will not trigger a ticket status change.
   • A customer replies to an email: the ticket status will change when a contact replies to the same thread the ticket was created on. If the ticket was closed and then reopened, any new threads on the ticket will also update the ticket status. 

7. To edit which status the ticket will be set to based on the trigger, hover over the row, then click Edit action. In the right panel, click the Select status dropdown menu, select a status, then click Save.

To turn off or review the ticket status automation:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
5. Click the Automate tab. If collapsed, click rightIcon to expand the Templated automations section.
6. Clear the Update ticket status checkboxes.

Configure custom ticket pipeline actions

You can set up custom automation based on ticket status property value changes. You can send an email or an internal notification. You can set up other actions (e.g., branches, delays) via the workflows tool.

To configure actions based on ticket statuses:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
5. Click the Automate tab, then click to expand the Create workflows from scratch section.
6. In the Trigger actions when a ticket reaches a certain status section, click the + plus icon to add an action to a ticket status.
7. In the left panel, set up your action according to your goals:
   • Select Send internal email notification to send an internal notification to your team when a ticket reaches a certain status. Set up the notification details, then click Save.

• Select Send email to send an email when a ticket is opened (e.g., New status) or closed (e.g., Closed status)). Click the Automated email, select an email, then click Save. You can select from the following types of emails:
  • Select Ticket received or Ticket closed to use a HubSpot-default email. To edit the default template, click Edit next to the email's name, make your changes, then click Save email.
  • Select a custom automated email. To edit a custom email, click the name of the email. You'll be brought to the marketing email tool.

Please note: the default Ticket received and Ticket closed emails are transactional emails created by HubSpot. Transactional emails are used for relationship-based interactions, such as a confirmation email following a purchase. Contacts do not need to be set as marketing to be sent a transactional email. If you select to send a non-transactional automated email instead, contacts do need to be set as marketing to receive the email. If your account has the transactional email add-on, learn how to create custom transactional emails.

• You can also select other ticket-based workflow actions, including delays, branches, communications, CRM, and data actions. Set up the action, then click Save.

8. Toggle the Workflow is [status] switch to turn the workflow on or off.

To edit or delete an existing action or add a comment:

1. Navigate to your ticket pipeline workflow.
2. Click the action bubble to edit an existing action. Make changes in the left panel, then click Save.
3. Click the comments comment icon to leave a comment for other users about an action. In the dialog box, enter your message and click Comment.
4. Click the delete delete icon to delete an action. You have two options:
   • Delete this action only: deletes just the selected action.
   • Delete this action and all following actions: deletes the selected action and any actions below it.
5. Click Open in Workflows below the action boxes to navigate to the workflow editor. In the workflow editor, you can add more actions and edit the workflow's settings.

Please note: by default, the above automated actions do not apply to live chat or Facebook Messenger conversations. To have ticket automation for live chat or Facebook messenger, you can create and customize a workflow and customize the workflow's enrollment triggers to include conversations where the source is equal to Chat.