HubSpot Service Hub | Internal HubSpot Support Pipeline

The Internal HubSpot Support pipeline is used to track, prioritize, and resolve HubSpot-related requests submitted by internal team members. This includes setup help, imports, bugs, permissions, workflows, reporting, and other operational requests.

Using this pipeline ensures:

• Requests are not lost in email or not triaged accordingly
• Clear ownership and status visibility
• Faster resolution and follow-ups
• Consistent communication with requesters

I. Pipeline Stages Explained

1. New Request

• A ticket enters this stage when a support request form is submitted.

• An automated confirmation email is sent to the requester acknowledging receipt.

• The support team reviews the request and begins triage.

What the requester should expect:

• Confirmation that the request was received

• No immediate action required unless contacted

2. Waiting on Us

• The request is actively being worked on by the internal support team.

• This stage indicates ownership is clear and progress is underway.

Automation in play:

• If no status change occurs after 5 days, the internal team receives a reminder notification to review and move the ticket forward.

3. Waiting on Requester

• The support team is waiting for additional information, confirmation, files, or feedback from the requester.

Automations in play:

• When the internal team emails the requester from the ticket, the ticket automatically moves to Waiting on Requester.

• If no status change occurs after 3 days, the internal team receives a reminder to follow up.

What the requester should do:

• Reply directly to the email with the requested information.

4. Blocked / Stuck

• The request cannot move forward due to a dependency or external blocker.

Examples:

• Waiting on third-party access

• System limitations

• Required approvals

This stage helps flag requests that need visibility or escalation.

5. Closed

• The request has been completed and resolved.

Automation in play:

• A closure email is sent to the requester confirming the work is complete.

What the requester should expect:

• No further action needed unless a follow-up is required

• New requests should be submitted via the form

6. Cancelled

• The request is no longer needed or was submitted in error.

• No further work will be completed on the ticket.

II. Automatic Status Updates (Important)

• Internal team emails requester → Ticket moves to Waiting on Requester

• Requester replies to the email → Ticket moves to Waiting on Us

This ensures the ticket status always reflects who is responsible for the next step.