Bulk ticket update functionality for incident communications

HubSpot Ideas

Status: Idea Submitted

1

We use HubSpot as our ticketing system, but there is currently no practical bulk update feature that allows agents to send the same update to multiple selected tickets during an active incident.

This is core functionality for a helpdesk platform. When a major incident occurs, support teams often have 50+ related tickets open from different customers. Manually updating each ticket individually is not a feasible or scalable solution, especially when customers need timely and consistent updates.

The current workaround is to use a workflow, but this does not solve the problem properly. Workflow-generated emails do not maintain the existing ticket thread continuity, and the update does not appear as part of the existing ticket conversation. From the customer’s perspective, this breaks continuity and can make the support experience more confusing.

HubSpot should introduce a bulk ticket update feature that allows agents to select multiple tickets and send a single update that:

  • Adds the message to each selected ticket’s existing conversation thread
  • Sends the update to the associated customer/contact
  • Preserves normal ticket email threading
  • Records the update visibly inside each ticket timeline/conversation
  • Allows agents to manage incident communications without relying on workflows or manual updates

This would be particularly useful for major incidents, outages, service degradation, known issues, or any situation where multiple customers have raised tickets about the same problem.

Bulk customer updates while preserving ticket continuity are essential for incident management in a helpdesk system, and this would be a valuable addition to HubSpot Service Hub.

2

Hi @DaleQ — I’m Jon from ProfitSignal Labs, researching whether this gap still exists before deciding whether to build an integration; there is no product available yet.

HubSpot now documents custom ticket automation emails that can appear in the Help Desk timeline when sent from a connected address. That does not by itself establish preservation of the original email thread. Have you tested that newer option, and does it solve your incident updates or still create a separate conversation?

For your 50+ ticket incidents, roughly how often does this happen and how many updates does each ticket need? Approximate counts and your current workaround would be helpful; please don’t share customer data.

Disclosure: this message was prepared with AI assistance.