Tickets

Automate ticket status and actions

Last updated: March 8, 2021

Applies to:

Service Hub  Starter, Professional, Enterprise

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 or when a ticket is closed. Learn more about ticket creation and watch this Academy video series on setting up your tickets.

Automate ticket status

You can create tickets for new email conversations or edit an existing ticket status when a new email is sent or received.

Please note: if you purchased a Service Hub subscription after April 22nd, 2020, the An email is sent to a customer and A customer replies to an email settings will be enabled by default, but you can edit the new ticket status or disable the setting following the instructions below.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • In the Select a pipeline to modify section, click the name of the default pipeline and select the ticket pipeline you want to automate.
  • On the Automation tab, you can review and edit the following settings: 
    • Connected channels: a ticket will be created for all new incoming messages sent to the listed channels. Ticket automation will apply to these tickets. 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. 
    • Update ticket status: a ticket’s status will be updated by the default triggers, An email is sent to a customer and A customer replies to an email. To turn off a trigger, clear the checkbox to the left of the trigger’s name. To edit the action, hover over the table and click Edit action. In the right panel, click the dropdown menu to select a ticket status, then click Save. Service Hub Professional and Enterprise users with workflow permissions can hover over the table and click View workflow to review the automation in the workflow editor.
      • 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 customer replies to the same thread the ticket was created on. If the ticket was closed and then re-opened, any new threads on the ticket will also update the ticket status. Any other emails sent by the contact will not trigger the ticket status to change.

update-ticket-status-automation

Automate ticket actions

Using ticket automation, you can send an automated email from the conversations inbox when a ticket is received or closed. Use these email templates to notify a customer that you've received their message or that their issue has been resolved. You can also send an internal notification to your team members when a ticket status changes. 
Please note: if you purchased a Service Hub subscription after April 22nd, 2020, the workflows to trigger the Ticket received and Ticket closed emails are already set up in your account. If you purchased before this date, follow the steps below to set up the workflow.
  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • In the Select a pipeline to modify section, click the name of the default pipeline and select the pipeline you want to automate.
  • On the Automation tab, in the Trigger actions when a ticket reaches a certain status section, click the plus icon add to automate actions for each ticket status.

  • To send an email when a ticket is opened or closed, in the right panel, select Send email, then select the Ticket received or Ticket closed radio button to choose the HubSpot-created email template. Once the email is sent, you will be notified in your conversations inbox with a link and timestamp.

Please note: the automated emails by default has HubSpot branding. Only accounts with Marketing Hub subscriptions, Starter and above, can remove the branding. 

create-ticket-workflow

  • To send an internal notification to your team when a ticket reaches a certain status, in the right panel, select Send internal email notification. You can choose to send this notification to a specific user, team, or owner. 
  • To manage an existing workflow action, at the top right of the action bubble, click the Actions dropdown menu:
    • To leave a comment for other users in the account, select Comment. Type your reply and click Save.
    • To edit the details of the action, select Edit. In the side panel, update the information and click Save.
    • To delete an action, hover over the Delete option. Select This action to delete only the selected action or select This action and all after it to delete the selected action and any actions following it.

ticket-automation-action-dropdown

  • If you have a Service Hub Professional or Enterprise account, you can also add other ticket-based workflow actions here, including the options to Clone or Move actions. Click Open in Workflows to navigate to the workflow builder where you can add additional actions and edit the workflow's settings.

Please note: If you want to edit the enrollment triggers or enable re-enrollment, clone the original workflow, then delete the old workflow to prevent unexpected enrollments.

open-in-workflows
  • Click Save.

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.