Skip to content
English
More support Customer portal Sign in
Website
  • There are no suggestions because the search field is empty.

Set Up Ticket Pipeline Automation in HubSpot

Learn how to set up ticket pipeline automation to ensure timely and efficient resolutions for customer support requests.

Automate ticket creation, status updates, and actions in HubSpot's ticket pipeline to streamline support processes.

Automation Features by Subscription

  • Free Plan: Create tickets via conversation channels, customize close date automation.
  • Service Hub Starter, Professional, Enterprise: Automate ticket status updates based on emails and trigger actions when ticket status changes.
  • Service Hub Professional, Enterprise: Use workflows for advanced automation.

Manage Channels That Automatically Create Tickets

  1. In HubSpot, click the settings ⚙️ icon in the top navigation.
  2. Navigate to Objects > Tickets.
  3. Click the Pipelines tab.
  4. Select a pipeline from the Select a pipeline dropdown.
  5. Click the Automate tab and expand Templated Automation.
  6. In the Connected channels section, view channels that automatically create tickets.
    • To disable ticket creation, click the channel name and update its settings.

Customize Close Date Automation

By default:
  • Moving a ticket to closed updates the Close date to today.
  • Moving a ticket back to open clears the Close date.
To disable/enable close date updates:
  1. Go to Objects > Tickets > Pipelines > Automate.
  2. In Templated Automation, locate Set the close date to today when moving ticket to closed status.
  3. Toggle on/off as needed.

Update Ticket Status Based on Emails (Starter, Professional, Enterprise)

Automatically change a ticket's status when:
  • A user sends an email from the ticket record.
  • A customer replies to the original email thread.
To enable/modify this:
  1. Navigate to Objects > Tickets > Pipelines > Automate.
  2. Under Update ticket status, check the boxes:
    • An email is sent to a customer
    • A customer replies to an email
  3. To edit the status a ticket moves to, click Edit action, select a new status, then Save.
Notes:
  • Forwarded emails, separate new threads, and replies from personal email accounts won’t trigger status changes.
  • If a closed ticket receives a reply, its status will automatically change to the first open status in your pipeline.

Automate Actions Based on Ticket Status (Starter, Professional, Enterprise)

Trigger internal notifications, emails, and workflow actions when a ticket reaches a specific status.

Set Up Automation

  1. Navigate to Objects > Tickets > Pipelines > Automate.
  2. Under Trigger actions when a ticket reaches a certain status, click + Add action.
  3. Select an action:
    • Send internal email notification (notify team members).
    • Send email (automated responses when a ticket is opened/closed).
    • Other ticket-based workflow actions (Service Hub Pro & Enterprise only).
  4. Click Save.

Editing & Managing Actions

  • Edit an action: Click the action bubble, modify details, then Save.
  • Comment on an action: Click the comment 💬 icon, add a note, then Comment.
  • Delete an action: Click the delete 🗑 icon, then choose to delete just that action or all following actions.

Advanced Automation (Professional, Enterprise)

  • Click Open in Workflows to create additional workflow actions.
  • Use enrollment triggers to include live chat or Facebook Messenger conversations.

For additional details, please refer to the HubSpot Knowledge Base article "Set up ticket pipeline automation."