topic Automated email not attached to ticket when sent by workflow in Sales Email

Automated email not attached to ticket when sent by workflow

Emmanuele1 — Tue, 10 Dec 2024 18:01:21 GMT

Hi. I have a ticketing workflow that send an email. The mail sends fine and everything works as expected, but when I look in the "Emails" section or in a ticket thread, there's no email there. It does show up under the contact, just not the ticket.

Has anybody had this issue or know how to solve it?

Re: Automated email not attached to ticket when sent by workflow

karstenkoehler — Tue, 10 Dec 2024 18:04:26 GMT

Hi @Emmanuele1,

Unintuitively and sadly, this is currently not possible. Automated emails are only displayed on contact records, not on any other record type. I'm not aware of any feasible workarounds that don't involve coding / developing an application based on the HubSpot API.

However, other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Automated-emails-associated-with-tickets-to-be-visible-as-an/idi-p/798138

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!

Re: Automated email not attached to ticket when sent by workflow

mangelet — Tue, 10 Dec 2024 19:14:32 GMT

@Emmanuele1 Yeah, I can see why this would be valuable to you, but by desing, marketing emails only appear in the contact.

A workaround we've used is to create a task linked to the ticket or add a note in the same workflow. This makes an entry in the ticket timeline and the email send action sort of visible in the ticket.

This workaround might help you a lot. It's been very useful for my clients.