topic Re: Notify for unreplied emails - should I use tickets instead!? in CRM

Notify for unreplied emails - should I use tickets instead!?

mattjohnson068 — Mon, 29 Apr 2024 21:43:57 GMT

Hi there! Struggling to understand the best way to solve particular problem around emails and missed replies.

We currently have inbound enquirings form webiste forms or emails that come into our inbox and we have an issues with them sometimes being missed or with a late response.

To solve new enquiries I have build the following list and workflow.

List -

i.e. if a contact as recently bene created and there has been no activity, add to this list.

Then workflow -

simply if they are enrolled into that list, notify x person/people.

I think this works ok for net new enquiries but need to solve the challenge for existing or repeat customers.

In which case I have created a list that looks like the below -

Again which I'm assuming, so long as they log their email replies on the gmail plug-in will work fine. Perhaps I could also create a view that shows all list members for ease as well.

But what would be the best way to mark a thread as no longer needing a reply, or no reply needed from the contact record? I could add some sort of tag for example that can filter them out, but as a repeat customer they may start a new conversation later down the line and the tag would need to be removed which sounds like a bad process.

Any ideas what the best solution could be? I could create a workflow to remove the tag after a certain amount of time? Or, am I better just using tickets to mange inbound sales enquiries so they can be tracked / closed off as needed? I am completely alien to tickets and never used them before.

Re: Notify for unreplied emails - should I use tickets instead!?

PamCotton — Tue, 30 Apr 2024 13:41:24 GMT

Hey @mattjohnson068, thank you for providing all this information to us, very helpful.

Your current approach with lists and workflows for new inquiries seems effective. For existing customers, you can indeed leverage similar lists and workflows based on activity or lack thereof.

To mark a thread as no longer needing a reply or to track the status of communication, you could consider using custom properties or tags on the contact record. These could indicate the status of the conversation (e.g., "Response Received," "Follow-up Required," etc.). You're right that manually managing these tags could become cumbersome, so using automated workflows to update or remove tags after a certain period of time is a good idea.

I want to invite our top experts, @Lucila-Andimol and @Jnix284 do you have any recommendations for the @mattjohnson068 matter?

Thank you,

Pam

Re: Notify for unreplied emails - should I use tickets instead!?

Jnix284 — Sun, 19 May 2024 19:26:42 GMT

@mattjohnson068 are you using or have you tried using the conversation inbox for the email/forms that are coming in for new leads?

If it's a shared email address (team email, not individual) this would be the easiest way to track and manage without having to implement a ticketing system.

You can connect emails and forms as a channel to the same inbox and can also create filtered views based on age/response to flag those not replied to yet.