Create Your Own Ticket Automation Messages

What it is

You can now create additional ticket automation messages for ticket based workflows beyond the default ticket received and ticket closed messages HubSpot provides. The messages can go to any recipient, including non marketing contacts and contacts not subscribed to any marketing list. This is in public beta for Service Hub Professional and Enterprise, included with the subscription.

Why it matters

Two stock messages were never enough for real support operations. This opens up alternate versions per workflow branch, messages for statuses like waiting on customer, and messages in different languages, all without burning marketing email sends or fighting subscription status. Transactional service communication finally gets the flexibility the workflows around it have had for years. If your team has been using workarounds to message ticket contacts mid lifecycle, this is the cleanup release.