A ticket pipeline is the series of statuses a support ticket moves through in HubSpot, such as new, waiting on contact, waiting on us and closed. Each status is marked as open or closed, which drives reports, SLAs and views.
Ticket pipelines work like deal pipelines for support. Each ticket sits in one status at a time, and the status tells the team what needs to happen next. Every status is marked as open or closed, so HubSpot knows which tickets still need work and how long each took to resolve. Portals can have more than one ticket pipeline, depending on the subscription.
Good statuses describe whose turn it is. "Waiting on us" and "waiting on customer" are more useful than "in progress", because they show where the delay is. Separate pipelines make sense when processes are different, such as technical support and billing requests, but too many pipelines make reporting hard.
Tickets get stuck when nobody owns the next step. Tickets without an owner, without a priority, or untouched for days are the usual signs. Another common gap is tickets with no associated contact or company, which means the support history never shows on the customer’s record and account managers miss it.
Review the pipeline every few months. Remove statuses nobody uses, check that closed statuses are marked closed, and build a view of open tickets untouched for a week so the team can clear them.
Riverside Telecom, a fictional internet provider, had a ticket pipeline with eleven statuses, three of which meant the same thing. Tickets often sat in "pending" with no owner. Cutting the pipeline to five statuses based on whose turn it was, and requiring an owner at creation, halved the number of tickets untouched for seven days.
As few as you need to show whose turn it is and when a ticket is closed. Many teams work well with four to six statuses.
Yes, depending on your subscription. Use separate pipelines when processes are different, such as support and billing, not just to split teams.
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