Set up rules for ticket pipelines

To manage how users can create and move tickets through a pipeline, Super admins can set rules for their ticket pipelines. The following rules can currently be enforced for each individual pipeline:

• Set statuses where new tickets can be created.
• Restrict skipping statuses in the pipeline.
• Restrict moving tickets backwards in the pipeline.

For example, if you restrict users from skipping ticket statuses, editing a ticket's status will look similar to the following:

Set up ticket pipeline rules

Pipeline rules are enforced when manually creating or updating tickets on desktop, in the HubSpot mobile app, and via integrations or HubSpot public APIs when a user ID is being passed. Pipeline rules do not apply when creating or editing tickets via workflows, other APIs, or by users with Super admin or Edit property settings permissions. In these scenarios, the enabled pipeline rules can be bypassed.

To set up rules:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Objects > Tickets.
• Navigate to the Pipelines tab.
• Click the Select a pipeline dropdown menu, then select the pipeline for which you want to set rules.

• At the bottom, click the Pipeline Rules tab.
• In each row, toggle the switch on to apply the rule.
• Depending on the rule, customize the settings:

• • Limit ticket creation to specific statuses: select the statuses in which new tickets can be created. With this rule turned on, users will only be able to create tickets in those statuses in HubSpot, as well as via integrations and HubSpot APIs.
  • Restrict tickets from skipping statuses: to prevent users from skipping any statuses in the pipeline, select All statuses. To prevent users from skipping certain statuses, select Select statuses, then select the statuses that cannot be skipped. Users will still be able to skip statuses if a ticket is moving to a Closed status. This rule also applies when editing tickets via API and integrations.
  • Restrict tickets from moving backwards: to prevent users from moving tickets backwards from any status in the pipeline, select All statuses. To prevent users from moving tickets backwards one they reach certain statuses, select Select statuses, then select the statuses. With this rule turned on, once a ticket has been moved to or past the selected stages, users cannot move the ticket backwards to any stage before the selected stages. This applies when editing in HubSpot, as well as via API and integrations. Users will still be able to move a ticket backwards from a Closed status if a ticket is reopened.
• Click Save.

Once set or updated, pipeline rules are automatically saved and will apply for users with access to tickets moving forward. Pipeline rules do not apply to users with Super Admin or Edit property settings permissions.

Please note: when rules are enabled for a pipeline, users will also not be able to bulk edit the pipeline or ticket status of tickets in that pipeline.

Edit or turn off pipeline rules

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Objects > Tickets.
• Navigate to the Pipelines tab.
• Click the Select a pipeline dropdown menu, then select the pipeline for which you want to set rules.
• At the bottom, click the Pipeline Rules tab.

• To edit an existing rule, click the edit edit icon in the rule's row. Make your changes in the right panel, then click Save.

• To turn off a rule, click to toggle the switch off. In the dialog box, click Delete pipeline rule to confirm.

Learn more about customizing ticket pipelines.