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Update the ticket status when sending a reply in help desk

Last updated: January 20, 2025

Available with any of the following subscriptions, except where noted:

Service Hub   Professional , Enterprise

Support agents can reply to customers and update the ticket status in a single action. This reduces the time spent on manual tasks and allows your team to stay focused on resolving customer issues.

To update the ticket status when sending a reply in help desk: 

  • In your HubSpot account, navigate to Workspaces > Help Desk.
  • Click a ticket to view the corresponding conversation.
  • Use the reply editor to draft your response.
  • In the bottom right, click the dropdown arrow next to the Send button and select a ticket status. The ticket statuses of the ticket's current pipeline will show here. 
  • If the selected ticket status is conditional, you'll be prompted to enter the required properties.
  • Once you've selected an option, the email will be sent and the ticket status will be updated.

Please note: if you’ve enabled automation settings for tickets, the workflow Change ticket status when an email is sent to a customer will automatically be edited to prevent the ticket status from reverting.

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