Automate Follow-Ups and Closure for Stale Tickets in HubSpot

Why is this hack helpful?

Chasing up customers for responses can be a real time-waster, and it’s all too easy for tickets to linger in the “Waiting on Customer” stage. This can clog up your support pipeline and make it hard to see which issues are truly active. With a bit of HubSpot automation, you can ensure that customers are nudged for a response, and if they don’t reply, the ticket is automatically closed, keeping your help desk tidy and your team focused on what matters.

This hack will show you how to send a follow-up email after two days of inactivity, send a final reminder if there’s still no response, and then close the ticket if the customer remains silent.

Steps to Set It Up

1. Create a Ticket-Based Workflow

Go to Automation > Workflows and create a new workflow from scratch. Select “Ticket” as the object.

2. Set the Enrolment Triggers

Set the trigger to enrol tickets where:

• Ticket status is “Waiting on Customer” on your desired pipeline(s).
• Ticket status has not been updated in the last 2 days.

3. Set the Un-enrolment Triggers

To ensure that Tickets will be unenrolled from the workflow, you must add a filter to unenroll if tickets meet the following conditions:

• Is None Of Waiting on Us on your desired pipeline(s).

4. Send the First Follow-Up Email

• Add a Send Email action to send an automated email to the ticket contact, politely reminding them to respond.
• Make sure your email includes a clear call to action and reference to the ticket.

4. Add a Delay action

• Add a delay action below this email to 1 day, or your desired waiting period.

5. Send the Final Reminder Email

• Add a Send Email action to send an automated email to the ticket contact, politely letting them know their ticket has been closed.
• Create an Edit Record action to set the Ticket pipeline and status to Closed on your desired pipelines.

Pro tip: Create an Edit Record action to set Resolution to No Response on the Ticket. This way, you can filter the data out of reports easily if needed.

Wrapping Up

With this hack, you can keep your support queue clean and ensure customers are given every chance to respond before a ticket is closed. This saves your team time, improves your reporting accuracy, and helps set clear expectations with your customers. You can easily tweak the timing or email content to suit your business needs, and even add extra steps if you want to escalate tickets before closing.

This approach helps your team focus on active issues and keeps your Help Desk and Ticket pipelines running smoothly.

Happy HubSpotting!