How you can customize Ticket Pipeline and Ticket Statuses in HubSpot

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.