Feature Request: assigning ticket pipeline by support ticket form answers

[Pwong1]

A feature to automatically assign a ticket to a specific support pipeline based on the customers answers in the support ticket form. We have logic in the form to provide different questions based on what they have selected. We would also like to use logic to place them into a certain support pipeline based what answers they select.

[karstenkoehler]

Hi @Pwong1,

This is already possible with ticket-based workflows – requiring a Professional subscription. In a ticket workflow, you could check values in a certain field and then update the pipeline of the ticket accordingly.

Let me know if you have access to workflows and need further guidance, happy to elaborate.

In the free CRM or Starter versions of HubSpot, this is, as far as I know, not possible.

Best regards

[Pwong1]

ok I think I have figured it out. Based on the answer in the support form ticket I can place it in a new pipeline stage. Is this what you are refering to?

Thanks!

[karstenkoehler]

That’s exactly what I was referring to @Pwong1