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Set up ticket pipeline automation

Last updated: May 20, 2024

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

All products and plans

You can set up ticket pipeline automation to customize close date settings, or trigger actions based on emails and ticket status updates.

The automation settings you can customize depend on your HubSpot subscription:

Manage channels that automatically create tickets

You can set up automation to automatically create tickets from incoming messages from conversations channels.

To view or remove channels that create tickets:

  • In your HubSpot account, click the settings settings icon in the top navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to adjust.
  • Click the Automate tab. If collapsed, click to expand the Templated Automation section.
  • In the Connected channels section, view the channels in which a ticket will automatically be created for all new incoming messages.
  • If you don't want a ticket created for messages sent to a channel, click the channel name to turn ticket automation off in the channel's settings.

connected-channels-ticket-settings

Learn more about setting up channels.

Customize close date automation (BETA)

By default, the following behavior is expected:

  • When you move a ticket to a closed status, the ticket's Close date value will be updated to today's date.
  • When you move a ticket from a closed status to an open status, the previously set Close date value will remain.

You can adjust these automation settings per pipeline to stop setting the close date, or to clear the close date when a ticket moves to an open status. If you're a Super Admin, learn how to opt your account into the beta.

To adjust the automation settings:

  • In your HubSpot account, click the settings settings icon in the top navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to adjust.
  • Click the Automate tab. If collapsed, click to expand the Templated Automation section.
  • To adjust the automation for when a ticket is moved to a closed status, in the Set the close date to today when moving ticket to closed status row:
    • To turn off the automation, toggle the switch off. With the setting turned off, a ticket's close date will not be updated when you move a ticket to a closed status.
    • To turn the automation back on, toggle the switch on. With the setting turned on, a ticket's close date will be set to today's date when you move a ticket to a closed status.
  • To adjust the automation for when a ticket is moved from a closed status to an open status, in the Clear the close date when moving ticket from closed to open status row:
    • To turn on the automation, toggle the switch on. With the setting turned on, a ticket's close date will be cleared when you move a ticket from closed to an open status.
    • To turn the automation back off, toggle the switch off. With the setting turned off, a ticket's close date will remain as the previously set value when you move a ticket from closed to an open status.

ticket-close-date-automation-settings

Learn more about the Close date ticket property.

Update ticket status based on emails (Service Hub Starter, Professional, and Enterprise only)

You can automatically update the status of tickets when associated emails are sent or received.

  • In your HubSpot account, click the settings settings icon in the top navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
  • Click the Automate tab. If collapsed, click to expand the Templated Automation section.
  • 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. 

update-ticket-status-automation

  • 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.

Please note: the following behavior is expected regardless of the automation settings.

  • A ticket's status will not automatically change for forwarded emails, replies to forwarded emails, other emails sent by the contact, or replies sent from a user's connected personal email.
  • If a contact replies to an existing thread on a closed ticket, the ticket's status will be automatically updated to the first open status in your pipeline.
  • To turn off an automation, clear the checkbox.
  • To review the automation in the workflow editor (Service Hub Professional and Enterprise only), hover over the row, then click View workflow.

Automate actions based on ticket statuses (Service Hub Starter, Professional, and Enterprise only)

You can also set up custom automation based on ticket statuses. If your account has a Service Hub Starter subscription, you can send an email or an internal notification when a ticket's status changes. If your account has a Service Hub Professional or Enterprise subscription, you can set up additional actions available via the workflows tool.

To automate actions on ticket statuses, you must have Super admin or Account access permissions.

  • In your HubSpot account, click the settings settings icon in the top navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
  • Click the Automate tab, then click to expand the Create workflows from scratch section.
  • In the Trigger actions when a ticket reaches a certain status section, click the + plus icon to add an action to a ticket status.

add-action-ticket-pipeline-automation

  • In the right panel, set up your action:
    • To send an internal notification to your team when a ticket reaches a certain status, select Send internal email notification. Set up the notification details, then click Save.
    • To send an email when a ticket is opened or closed, select Send email. Click the Automated email, select an email, then click Save. You can select from the following types of emails:
      • To choose a HubSpot-created email template, select Ticket received or Ticket closed. To edit the default template, click Edit next to the email's name, make your changes, then click Save email. If your account has a Marketing Hub Professional or Enterprise subscription, you can also click the email's name to edit the email in the marketing email tool.
      • If your account has a Marketing Hub Professional or Enterprise subscription, you can 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.
edit-ticket-email

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.

    • If your account has a Service Hub Professional or Enterprise subscription, you can also select other ticket-based workflow actions, including delays, branches, communications, CRM, and data actions. Set up the action, then click Save.
  • To edit an existing action, click the action bubble. Make changes in the right panel, then click Save.
  • To leave a comment for other users about an action, hover over the action, then click the comments comment icon. Type your message and click Comment.

edit-ticket-automation-action

  • To delete an action, hover over the action, then click the delete delete icon. Select Delete this action only to delete just the selected action, or select Delete this action and all after following actions to delete the selected action and any actions below it.
  • To navigate to the workflow editor (Service Hub Professional or Enterprise only), click Open in Workflows below the status's actions. 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.

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