Tickets in HubSpot, helps you to keep track of your customer interactions. There is a default Support pipeline in the ticket tool, which you can use to manage the ticket statuses. A custom ticket pipeline and statuses can also be set to define a business process around responding to your customers.
Create a new ticket pipeline
- Click the settings icon in the main navigation bar in your HubSpot account.
- Go to Service> Tickets in the left sidebar menu.
- In the Select a pipeline to modify section, click the dropdown Options and select Create new pipeline.
- In the new box, enter a Pipeline name and click Create.
Customize ticket statuses in a pipeline
- Click the settings icon in the main navigation bar in your HubSpot account.
- Go to Service > Tickets in the left sidebar menu.
- Click the name of the default pipeline in the Select a pipeline to modify section and select the pipeline to modify.
- Click + Add another status in the Configure tab.
- Enter a status name for the ticket, then click the dropdown in the Open or closed column and select if the ticket status-Open or Closed.
- Click and drag a ticket status to reorder.
- To delete a ticket status, hover over 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.
- Click the settings icon settings in the main navigation bar in your HubSpot account.
- Go to Service > Tickets in the left sidebar menu.
- In the Select a pipeline to modify section, select the pipeline you want to modify.
- Click the Configure tab, hover over the status row and click Edit properties.
- In the new box, select the checkbox(es) next to the properties to select them.
- Select the checkbox in the Required column to require a value for a property.
- Click Next.
- Click Save.