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.