Automating ticket status helps you to keep your ticket statuses up-to-date in HubSpot. This automation of ticket status will help your representative in understanding the next action he needs to take with a ticket. Also, a certain action can be automated, such as sending an email automatically when a ticket is first created or when a ticket is closed.
Automate ticket status
You can create tickets for new email conversations or edit an existing ticket status when a new email is sent or received.
- Click the settings icon in the main navigation bar in your HubSpot account,
- Go to CRM > Tickets.
- Select a pipeline in the Select a pipeline to modify section.
- Go to the Automation tab.
- Create tickets for new conversations: this setting will create a ticket every time a new customer request comes into a Conversations inbox through your connected channels.
- Change ticket status on outbound mail: this setting will automatically change ticket status when an email is sent to a customer. Click the dropdown to select the new ticket status.
Only the email sent from a ticket record will change the ticket status not the email sent from the contact record. - Change ticket status on inbound reply: this setting will automatically change ticket status when a customer will reply to an email. Click the dropdown to select the new ticket status.
The ticket status will only change if the customer replies to the same thread the ticket was created on. The ticket status won't change if any other email is sent
Automate ticket actions
Ticket automation allows you to send an automated email from your conversations inbox whenever a ticket is received or closed. With these automated emails, you can inform your customer that you've received their message or that their concern has been resolved. You can also send internal notifications to your team when ticket status changes.
- Click the settings icon in the main navigation bar in your HubSpot account.
- Go to CRM > Tickets.
- From the dropdown Select a pipeline to modify, select a pipeline that you want to automate.
- Go to the Automation tab.
- Scroll down to Trigger actions when tickets reach certain statuses section, click the + icon to automate actions for each ticket status.
- To send an email to your customer for a certain ticket status, select Send email, then select the radio button to choose the HubSpot-created email template, in the right panel. Once the email is sent, you will geta notification in your conversations inbox with a link and timestamp.
- To send an internal notification to your team for a certain ticket status, select Send internal email notification, in the right panel. You can choose to send this notification to a specific user, team, or owner.
- If you have opted for Service Hub Professional or Enterprise account, you can also add other ticket-based workflow actions here. Click Open in Workflows, this will take you to the workflow builder where you can add additional actions.