Releases and Updates

by: HubSpot Moderator
HubSpot Moderator

[Now Live] Ticket Status Automation in Service Hub

What is it?
Ticket status automation allows you to change the status of tickets automatically when you send or receive emails from customers. This automation is turned on by default for all new portals as of 3/8/19. If your Service Hub portal was created before that date you'll need to turn on this automation in settings. Click here to jump to automation settings in your portal. 

Why is it important?
Before, to keep ticket statuses up-to-date, you'd had to manually check if a customer had replied, then manually change the status of their tickets each time they identified a response from a customer and each time they sent an email to a customer.

It's easy to see how someone might forget to do this. This meant that tickets could slip through the cracks, and thus customers would slip through the cracks. This is unacceptable. 

Now, with ticket status automation live, you won't forget to change the status of your tickets and you'll never lose time checking each ticket to see if a customer has responded, so your tickets never slip through the cracks and your customers are never left waiting.

How does it work?

Click here to jump to automation settings in your portal. 

1. Navigate to ticket settings and select the pipeline for which you’d like to configure this automation:

Ticket automation 1

Then set the ticket status you’d like to change when you receive and send an email from a customer:

Ticket status automation 2 2-1

Who gets it?
Available to all Service Hub Professional users.

What language is it in?
Available in all languages supported by HubSpot.