topic Re: Trigger Workflow on Ticket Note or Email in APIs & Integrations

Trigger Workflow on Ticket Note or Email

Nick-Sports-Ref — Tue, 17 Aug 2021 19:58:25 GMT

We are working on migrating to Hubspot, and the current product we are using we have heavily integrated into our GitLab Issue Tracking.

To replicate the workflow we have now, I need to be able to sync data back and forth between GitLab and HubSpot. In order to keep support and developers from having to bounce between tools, we like to sync the communication between tools. i.e., when someone adds a note to a ticket in Hubspot, it should get added to the corresponding issue in GitLab. Same goes for emails to/from the customer.

In order to make this work I need to find the Workflow trigger that fires when a Note is added, or when an email is sent/received for a ticket.

There doesn't seem to be a generic "trigger when the ticket is updated", so I have tried to find other options. But even those aren't perfect. For example, with "Note Body" I can specify it to trigger when "Updated within the last day". Does that trigger immediately, and if the note is added multiple times in a day will it re-trigger? It also doesn't appear this trigger includes any information about the note, just that a note was added to a ticket. I then have to hit the Engagements API to get the actual note body?

For emails, I can't figure out which trigger to use to get it to fire when an email comes in or goes out. What trigger should I be using for this?

Re: Trigger Workflow on Ticket Note or Email

dennisedson — Wed, 18 Aug 2021 19:43:38 GMT

@karstenkoehler , @Josh , either of you wizards of workflows have a solution?

Re: Trigger Workflow on Ticket Note or Email

karstenkoehler — Thu, 19 Aug 2021 03:28:46 GMT

Hi @Nick-Sports-Ref,

@Nick-Sports-Ref wrote:

There doesn't seem to be a generic "trigger when the ticket is updated"

There is, you could use one of the two below, depending on which suits your situation better:

Last activity date: the last time a note, call, email, meeting, or task was logged on the ticket.

Last modified date: the last time any property on the ticket was modified.

You can find all ticket properties including definitions here.

There are also ways to reference activities (notes, emails) in workflows, but they don't allow for re-enrollment, see this screenshot:

So it seems like Last activity date would be your best choice here. Setting the re-enrollment to "Last activity date is known" will re-enroll a ticket whenever this date changes.

Hope this helps! Thanks @dennisedson for tagging.

Re: Trigger Workflow on Ticket Note or Email

Nick-Sports-Ref — Wed, 25 Aug 2021 18:13:05 GMT

Thanks. Between this and what my onboarding specialist provided I was able to get what I needed.