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Tickets

Customize ticket pipelines and statuses

Last updated: August 12, 2021

Applies to:

All products and plans

Tickets help keep track of your customer interactions as they progress over time. The tickets tool includes a default Support pipeline that you can use to manage your ticket statuses. You can also set up custom ticket pipelines and statuses to define a simple business process around responding to your customers.


Create a new ticket pipeline

Please note: only users in Service Hub Starter, Professional, or Enterprise accounts can create multiple ticket pipelines. Learn more about the maximum number of pipelines you can create in your HubSpot account depending on your subscription.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • In the Select a pipeline section, click the dropdown menu, then select Create pipeline.
create-ticket-pipeline
  • In the dialog box, enter a Pipeline name and click Create.

Edit or delete ticket pipelines

You can also rename, reorder, manage access to, or delete ticket pipelines.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • In the Select a pipeline section, click the dropdown menu and select a pipeline.
  • On the right, click the Actions dropdown menu and select one of the following:
    • Rename this pipeline: change the pipeline’s name. In the dialog box, enter the new name, then click Rename.
    • Reorder pipelines: change the order of your pipelines. In the pop-up box, drag the pipelines to move them to a new position, then click Save.
    • Manage access: manage which users can view and edit the pipeline.
    • Delete this pipeline: delete the pipeline.

      edit-existing-pipeline

Customize ticket statuses in a pipeline

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • In the Select a pipeline section, click the dropdown menu and select a pipeline to edit.
  • In the Configure tab, click + Add another status.
  • Enter a ticket status name, then click the dropdown menu in the Open or closed column and select if the ticket status should set a ticket as Open or Closed. There must be at least one Open and one Closed status.
  • To reorder a ticket status, click and drag it to a new position.
  • To delete a ticket status, hover over a status and click Delete.

Customize ticket properties for a specific ticket status 

You can customize the ticket properties presented to users when a ticket is moved to a specific status in a ticket pipeline.

Please note: you must have permissions to edit property settings to customize ticket properties.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Tickets.
  • Click the Pipelines tab.
  • In the Select a pipeline section, click the dropdown menu and select a pipeline to edit.
  • In the row of the status, hover over the Update status properties column and click Edit properties.
  • In the dialog box, select the checkbox(es) next to the properties to update.

  • To require a value for a property, select the checkbox in the Required column (Service Hub Professional or Enterprise only).
  • To reorder the properties, click and drag them to a new position.
  • Once you've selected your properties, click Next.

required-ticket-stage-properties

  • In the bottom left, click Save.