Customize ticket pipelines and statuses

Tickets help keep track of all 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. 

• In your HubSpot account, click the settings icon settings in the main navigation bar.
• In the left sidebar menu, navigate to CRM > Tickets under the Records heading.
• In the Select a pipeline to modify section, click Options and select Create new pipeline.

• In the dialog box, enter a Pipeline name and click Create.

Learn more about the maximum number of pipelines you can create in your HubSpot account depending on your subscription.

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 Service > Tickets.
• In the Select a pipeline to modify section, click the name of the default pipeline and select the pipeline you want to modify.

• 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.
• 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 (optional)

You can customize the ticket properties presented to users when a ticket is moved to a specific status in one of your ticket pipelines.

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 Service > Tickets.
• In the Select a pipeline to modify section, click the name of the default pipeline and select the pipeline you want to modify.

• 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.
• To preview what your users will see when they move a ticket to this status, click Preview popup.

• Click Save.