Last updated: December 22, 2020
|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.
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.
Please note: the automated emails by default has HubSpot branding. Only accounts with Marketing Hub subscriptions, Starter and above, can remove the branding.
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.
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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