Set up ticket automation to keep your ticket statuses up-to-date in HubSpot. This helps service representatives understand the next action to take with a ticket.
You can also automate certain actions, such as automatically sending an email when a ticket is first created to alert the contact that you've received their form submission.
Automate ticket status
- In your HubSpot account, click the settings icon in the main navigation bar.
- In the left sidebar menu, navigate to Service > Tickets.
- In the Select a pipeline to modify section, click the name of the default pipeline and select the pipeline you want to automate.
- Click the Automation tab.
- Create tickets for new conversations: click to toggle the switch on to trigger ticket creation every time an email is received in the conversations inbox. The setting for this can be dictated by your inbox settings, so if the switch is greyed out, click Manage inbox settings to update this setting.
- Change ticket status on outbound mail: click to toggle the switch on to trigger a status change when an email is sent to a contact from the ticket record, then click the dropdown menu to select the ticket status to change to.
- Change ticket status on inbound reply: click to toggle the switch on to trigger a status change when a contact replies to an email sent from the ticket record, click the dropdown menu to select the ticket status to change to .
Please note:
- For emails sent to the contact, the ticket status only changes automatically if the user sends the email from the ticket record. If the email was sent from the contact record, status automation will not trigger.
- For replies from a contact, the ticket status will only change if the customer replies to the same thread the ticket was created on. Any other emails sent by the contact will not trigger the ticket status to change.
Automate ticket actions
- In your HubSpot account, click the settings icon in the main navigation bar.
- In the left sidebar menu, navigate to Service > Tickets.
- In the Select a pipeline to modify section, click the name of the default pipeline and select the pipeline you want to automate.
- Click the Automation tab.
- In the Trigger actions when tickets reach certain statuses section, click the plus icon to create a ticket-based workflow for a specific ticket status.
- In the right panel, select the actions to occur when a ticket enters the specific status. For example, you can create a task for a user in the portal when the ticket reaches a status of New.
Please note: by default, you cannot automate actions for new or closed live chat or Facebook Messenger conversations. If you want to customize your ticket automation to include messages sent via live chat or Facebook messenger, you can create a new workflow in the workflow builder, then customize the workflow's enrollment triggers to include conversations where the source is equal to Chat.
