How can I route to different support pipelines based on ticket categories?

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Occasional Contributor

We are thinking of switching to Hubspot Service, but cannot figure out how to route tickets that are submitted via the support form to a certain pipeline based on the ticket category/ticket type.

 

There doesnt seem to be a way to automate this with workflows and there doesnt seem to be a way to set the desired pipeline based on a specific ticket property in the form settings.

5 Replies 5
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Top Contributor

Thanks for finding that one - I think I was about to hit the same roadblock.

 

In the Workflows, you can enrol a ticket based on almost any property - but you can't set a new pipeline as an action. 

 

I had a look at creating a new ticket as an action after enrolling the original ticket - but there's no option to specify the pipeline for the new ticket either.

 

It looks like "Pipeline" was forgotten when the ticket automation tools were created.  One for HubSpot Support to escalate?

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New Contributor

I have searched and searched but it doesn't look like there is a way to do this or even select what pipeline it is added to. This seems like such a simple necessary function.

 

Anyone, please help!  

0 Upvotes
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Top Contributor

If you find it, please post something back here 😉

 

As far as I can tell, this is an area that hasn't received any love from the dev team.

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New Contributor

I was dealing with the same issue when I found your post.

After looking around in the workflows I managed to create a contact-based workflow which triggers from a form submission.

This way you can create a new ticket and select the pipeline and status, just ensure that the form itself doesn't create a ticket as well, this seems to just create a ticket on the default pipeline.

 

Hope it helps!

0 Upvotes
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Regular Contributor | Diamond Partner

Hi There, 

 

If you have Service Proffessional, you can move Tickets between pipelines based on category. You'll just need to place everything in one pipeline prior to the automation running. 

workflow.JPG

 

Hope this helps!