Set up ticket pipeline automation

You can configure specific automations within your ticket pipelines. They can help streamline your processes for a consistent support experience. Templated automations are: creating tickets from connected conversations inbox or help desk channels, customizing when a ticket's close date is set, and updating the ticket status property when an email on a ticket is sent or replied to. Custom automations are: various actions based on the ticket status property value (e.g., send an email to the contact when a ticket is newly opened).

Learn more about preventing a ticket from moving backward in the pipeline. 

Review channels that automatically create tickets

You can view which connected conversations inbox or help desk channels automatically create tickets from incoming messages. You can also turn off the automatic ticket creation.

To view or remove channels that create tickets:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to adjust.
5. Click the Automate tab. If collapsed, click to expand the Templated automations section.
6. In the Connected channels section, view the channels in which a ticket will automatically be created for all new incoming messages.
7. If you don't want a ticket created for messages sent to a channel, click the channel name to turn ticket automation off in the channel's settings.

Learn more about setting up channels or help desk.

Customize ticket close date automation

By default, the following behavior is expected:

• When you move a ticket to a closed status, the ticket's Close date property value will be updated to today's date.
• When you move a ticket from a closed status to an open status, the Close date property value is cleared.

You can adjust your automation settings per pipeline to stop setting the close date property.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to adjust.
5. Click the Automate tab. If collapsed, click to expand the Templated Automation section.
6. To adjust the automation for when a ticket is moved to a closed status, in the Set the close date to today when moving ticket to closed status row:
   • To turn off the automation, toggle the switch off. With the setting turned off, a ticket's close date will not be updated when you move a ticket to a closed status.

• • To turn the automation back on, toggle the switch on. With the setting turned on, a ticket's close date will be set to today's date when you move a ticket to a closed status.

Learn more about the Close date ticket property.

Automate ticket status from associated emails (Service Hub Starter, Professional, and Enterprise only)

You can automatically update the status of tickets when associated emails are sent or received. This means emails that are sent from the ticket and replies from your customers to the ticket. Ticket status is the HubSpot default property that tracks tickets within your pipeline (e.g., Waiting on contact status).

To turn on or edit ticket status automation:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
5. Click the Automate tab. If collapsed, click to expand the Templated Automation section.
6. To turn on ticket status automation, in the Update ticket status section, select a checkbox to turn on a trigger:
   • An email is sent to a customer: the ticket status will change when a user sends an email to a contact from the ticket record. Emails sent from the contact record will not trigger a ticket status change.
   • A customer replies to an email: the ticket status will change when a contact replies to the same thread the ticket was created on. If the ticket was closed and then reopened, any new threads on the ticket will also update the ticket status. 

7. To edit which status the ticket will be set to based on the trigger, hover over the row, then click Edit action. In the right panel, click the Select status dropdown menu, select a status, then click Save.

To turn off or review the ticket status automation:

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2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
5. Click the Automate tab. If collapsed, click to expand the Templated Automation section.
6. Clear the update ticket status checkboxes.
7. To review the automation in the workflow editor (Service Hub Professional and Enterprise only), hover over the row, then click View workflow.

Custom automation actions based on ticket status (Service Hub Starter, Professional, and Enterprise only)

Users with Super admin or Account access permissions can also set up custom automation based on ticket status property value changes. You can send an email or an internal notification (Service Hub Starter, Professional, or Enterprise). You can set up other actions (e.g., branches, delays) via the workflows tool (Service Hub Professional or Enterprise only).

To configure actions based on ticket statuses:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Objects > Tickets.
3. Click the Pipelines tab.
4. Click the Select a pipeline dropdown menu, then select the ticket pipeline you want to automate.
5. Click the Automate tab, then click to expand the Create workflows from scratch section.
6. In the Trigger actions when a ticket reaches a certain status section, click the + plus icon to add an action to a ticket status.

7. In the left panel, set up your action according to your goals:
   • Select Send internal email notification to send an internal notification to your team when a ticket reaches a certain status. Set up the notification details, then click Save.

• • Select Send email to send an email when a ticket is opened (e.g., New status) or closed (e.g., Closed status). Click the Automated email, select an email, then click Save. You can select from the following types of emails:
    • Select Ticket received or Ticket closed to use a HubSpot-default email. To edit the default template, click Edit next to the email's name, make your changes, then click Save email.
    • Select a custom automated email (Marketing Hub Professional or Enterprise only). To edit a custom email, click the name of the email. You'll be brought to the marketing email tool.

Please note: the default Ticket received and Ticket closed emails are transactional emails created by HubSpot. Transactional emails are used for relationship-based interactions, such as a confirmation email following a purchase. Contacts do not need to be set as marketing to be sent a transactional email. If you select to send a non-transactional automated email instead, contacts do need to be set as marketing to receive the email. If your account has the transactional email add-on, learn how to create custom transactional emails.

• • You can also select other ticket-based workflow actions, including delays, branches, communications, CRM, and data actions (Service Hub Professional or Enterprise only). Set up the action, then click Save.

8. Once you're done, toggle the workflow status switch on or off.

To edit or delete an existing action or add a comment:

1. Navigate to your ticket pipeline workflow
2. Click the action bubble to edit an existing action. Make changes in the left panel, then click Save.
3. Click the comments comment icon to leave a comment for other users about an action. In the dialog box, enter your message and click Comment.

4. Click the delete delete icon to delete an action. You have two options:
   • Delete this action only: deletes just the selected action.
   • Delete this action and all after following actions: deletes the selected action and any actions below it.
5.  Click Open in Workflows below the action boxes to navigate to the workflow editor (Service Hub Professional or Enterprise only). In the workflow editor, you can add more actions and edit the workflow's settings.

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.