Set up pipeline automations for objects

Automatically trigger actions, such as creating tasks or sending notifications, when records move through pipeline stages or ticket statuses. For example, a ticket status can automatically be set to Waiting on customer when a support rep sends an email from the ticket. This article explains how to configure automations based on pipeline stages and ticket statuses. 

Learn more about using the full workflow editor instead.

Before you get started

Automate actions based on pipeline stages

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

Create automations for deal, project, ticket, appointment, course, listing, order, service, user, and custom object pipeline stages. For example, create a task or send an internal notification when a deal's stage changes.

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, in the Data Management section, click Objects.
3. On the Objects page, click the Select an object dropdown menu, then select the object that contains the pipeline you want to use.
4. Click the Pipelines tab.
5. Click the name of the pipeline to automate.
6. Click the Automate tab.
7. If collapsed, click Create workflows from scratch to expand the section.
8. In the Trigger actions when a [object name] moves to a new stage section, click Create workflow in the stage where you want the action to run. If the stage already has a workflow, click the + add workflow action icon instead.
9. In the left panel, set up an action such as:
   • Send internal email notification: send an internal notification to users or teams when a record enters the stage. Select Send internal email notification. Set up the notification details, then click Save.
   • Create task: create a task when a record (e.g., project) enters a certain stage. Select Create task. Enter the task details, then click Save.
   • Rotate record to owner: assign the record to a user or team with round robin, load balanced, or random selection. Configure the users and rotation method, then click Save.

Manage existing pipeline automations

Edit, comment on, or delete existing actions in your pipeline, and turn the workflow on or off. You can also open the workflow in the full workflow editor to add more actions or edit the workflow settings. 

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, in the Data Management section, click Objects.
3. On the Objects page, click the Select an object dropdown menu, then select the object that contains the pipeline you want to use.
4. Click the Pipelines tab.
5. Click the name of the pipeline you want to automate. 
6. Click the Automate tab.
7. If collapsed, click Create workflows from scratch to expand the section. 
8. To edit an existing action, click the action bubble. Make your changes in the left panel, then click Save. 
9. To leave a comment for other users about an action, hover over an existing action, then click the comment icon. Enter your message, then click Comment. 
10. To delete an action, click the delete icon. 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. 
11. To open in the full workflow editor, click Open in Workflows below the stage's actions. In the workflow editor, you can add more actions and edit the workflow's settings.
12.  To turn the workflow on or off, toggle the Workflow is [status] switch.

Automate actions based on ticket status

Configure ticket status from associated emails

You can automatically update ticket status when emails associated with a ticket are sent or received. This includes emails sent from the ticket and customer replies to the ticket. Ticket status is HubSpot's default property for tracking tickets in your pipeline (e.g., Waiting on contact status).

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, in the Data Management section, click Objects.
3. On the Objects page, click the Select an object dropdown menu, then select Tickets.
4. Click the Pipelines tab.
5. Click the name of the ticket pipeline you want to automate.
6. Click the Automate tab.
7. If collapsed, click Templated automations to expand the section.
8. 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. 

9. 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.
10. To turn off ticket status automation, clear the Update ticket status checkboxes.

Edit the default ticket received or ticket closed emails

Customize the HubSpot-provided Ticket received or Ticked closed emails to align with your brand and support team details. The Ticket received and Ticket closed emails are transactional and will be delivered to non-marketing contacts.

To customize the default automated ticket emails:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, in the Data Management section, click Objects.
3. On the Objects page, click the Select an object dropdown menu and select Tickets.
4. Click the Pipelines tab.
5. Click the name of a pipeline you want to automate.
6. Click the Automate tab, then click Create workflows from scratch to expand the section.
7. In the Trigger actions when a ticket reaches a certain status section, click the + plus icon to add an action to a ticket status.
8. In the left panel, click Send email.
9. Click the Automated email dropdown menu, then select Ticket received or Ticket closed.
   
   
10. Click Edit to customize the email content, format, style, and send address in the marketing email editor.

Please note: use a send address connected to help desk for the automated email to appear on the help desk conversation timeline.

Create custom ticket automation emails

Create custom ticket pipeline emails without a Marketing Hub Professional or Enterprise subscription or transactional email add-on. This means custom automated ticket emails are sent to non-marketing contacts.

To create a custom ticket pipeline automated email:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, in the Data Management section, click Objects.
3. On the Objects page, click the Select an object dropdown menu, then select Tickets.
4. Click the Pipelines tab.
5. Click the name of a pipeline.
6. Click the Automate tab.
7. If collapsed, click Create workflows from scratch to expand the section.
8. In the Trigger actions when a ticket reaches a certain status section, click the + plus icon to add an action to a ticket status.
9. In the left panel:
   •  Select Send email.
   • Click the Automated email dropdown menu, then select Create new email. A new tab will open with the marketing email editor.
10. Configure the content of the email.
11. Configure the subject and send from address of the email. Use a send address connected to help desk for the automated email to appear on the help desk conversation timeline.
    
    
12. Finish configuring the email.
13. Navigate back to the ticket automation pipeline tab.
14. Click the Automated email dropdown menu, then select the email you just created.
15. Click Save.

Configure custom ticket pipeline actions

Set up custom automation based on changes to the ticket status property value, such as sending an email or internal notification. You can also use advanced actions, such as branches and delays to route records through different actions.

To configure actions based on ticket statuses:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, in the Data Management section, click Objects.
3. On the Objects page, click the Select an object dropdown menu and select Tickets.
4. Click the Pipelines tab.
5. Click the name of a pipeline you want to automate.
6. Click the Automate tab, then click to expand the Create workflows from scratch section.
7. In the Trigger actions when a ticket reaches a certain status section, click the + plus icon to add an action to a ticket status.
8. In the left panel, set up a workflow action (e.g., send internal email notification).
9. Toggle the Workflow is [status] switch to turn the workflow on or off.
10. After your actions are set up, learn how to manage your pipeline automations.

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.