Tickets

Automate ticket status and actions

Last updated: December 22, 2020

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 Change ticket status on outbound mail and Change ticket status on inbound reply 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 CRM > 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.
  • Click the Automation tab.
    • Create tickets for new conversations: this setting is managed in your conversations inbox settings. When you connect a channel to the conversations inbox, you can choose to create a ticket for messages sent to that channel. Click Manage inbox settings to disable this setting in your channel settings.
    • 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 in the ticket record. Then, click the dropdown menu to select the new ticket status.
      • The ticket status will only change if a user sends an email to the contact from the ticket record.
      • Emails sent from the contact record will not trigger a ticket status change.
    • Change ticket status on inbound reply: click to toggle the switch on to trigger a status change when an email is received from a contact replying to the email thread in the ticket record. Then, click the dropdown menu to select the new ticket.
      • Replies from the contact to the same thread the ticket was created on will update the ticket status. 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.

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 CRM > 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 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. 
  • If you have a Service Hub Professional or Enterprise account, you can also add other ticket-based workflow actions here. 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.
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