topic Re: Conversations Workflow To Create Ticket in APIs & Integrations

Conversations Workflow To Create Ticket

SLink — Wed, 20 Jan 2021 13:33:30 GMT

Hi,

We are still considering Hubspot and have a need which may be rather unique. We have thousands of emails stored on our file system and want to create tickets for each one. I can create the VBA in Outlook to open and process each email automatically, forwarding it to the Conversations shared Inbox. The problem comes in with a need to automate ticket creation only for those emails and then assign the ticket and close it.

I don't see an option to automatically create a ticket for each conversation, and I only want these forwarded emails to create the ticket automatically. Then I want to process only those tickets through this workflow.

Has anyone accomplished this starting at conversations before?

Re: Conversations Workflow To Create Ticket

dennisedson — Wed, 20 Jan 2021 21:53:09 GMT

Hey @SLink

Welcome to the Community!

This seems like a fun one 😀

@Kevin-C , @Bryantworks , @ConnorSlivensky, @Aakar who here is up for this challenge 😛

Re: Conversations Workflow To Create Ticket

Bryantworks — Wed, 20 Jan 2021 22:28:32 GMT

Hey @dennisedson if you're forwarding an email to a shared HubSpot inbox you're looking to use an associated "Activity" to generate the ticket. You can do so via a contact workflow then segment by an email criteria:

You can then set it to create a ticket with a closed status. But do note by doing this if a contact has more than one email, it'll only create a ticket for the first email. Meaning if they have 3 different threads, they're still only getting 1 ticket. I haven't heard of someone doing this before. Would it not be better to just import these emails as a ticket directly instead?

Re: Conversations Workflow To Create Ticket

SLink — Thu, 21 Jan 2021 13:33:21 GMT

Yes, the goal is to get these emails in as a ticket. If we can move them directly from a network-stored msg file into a new ticket, problem solved with fewer steps. Do you have advice on accomplishing that since nothing popped out to me as a solution?

Re: Conversations Workflow To Create Ticket

SLink — Thu, 21 Jan 2021 20:40:03 GMT

@Bryantworks Including you in the reply since I believe that was skipped earlier.