topic Re: Email Contact when Ticket is created in Tickets & Conversations

Email Contact when Ticket is created

granthbrown — Fri, 15 Jun 2018 18:18:26 GMT

I would like the ability to send an automated email to a contact (customer) when a ticket is created for them. The customer should be able to reply to this email to add comments or attachments to the ticket.

We are using a custom contact form with a workflow that creates tickets for our contacts. I've tried to add an email to the customer as part of this workflow but it doesn't work very well because that email is not associated with the ticket. Best case scenario, replies create a new conversation, worst case scenario, they're lost in the ether.

Email conversations related to tickets should appear to the contact as a continuous stream of communication, meaning all previous replies should be included in every email that is sent to them from that ticket. Until this is implemented our communications with customers will be fragmented and potentially confusing.

Re: Email Contact when Ticket is created

zachallen — Fri, 15 Jun 2018 19:33:26 GMT

I created this post earlier and is directly related as well. Feel free to upvote. 🙂

Email templates should include Ticket properties

Re: Email Contact when Ticket is created

MFrankJohnson — Wed, 20 Jun 2018 14:39:20 GMT

Does my post help answer your question?

Help the Community by marking it as SOLVED

Excellent suggestions. You may wish to add them to a new or existing thread in HubSpot Ideas.

You'll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! 🙂

Hope that helps.

www.MFrankJohnson.com

Please include @MFrankJohnson in your message if you'd like me to reply.

Re: Email Contact when Ticket is created

briansweat — Wed, 20 Jun 2018 16:50:13 GMT

This seems like a major oversight. We've opened a support ticket with HubSpot. Ironically, their replies from support tickets include the ticket number in the email subject (as expected).

Re: Email Contact when Ticket is created

tmcginnis — Wed, 12 Sep 2018 13:26:45 GMT

You can do this with a workflow. We have access to the Tickets Workflow, currently in Beta.

The enrollment trigger can be to send an email to the contact assicated with the ticket if the ticket stage is New (or whatever stage your new tickets start at).

The email can include the ticket name and ticket ID as well.

Thanks!

Re: Email Contact when Ticket is created

coreygarrigues — Tue, 10 Dec 2019 22:37:04 GMT

This feature is very important to my company. Our auto response asks the requester for additional information that needs to go into the ticket!

Re: Email Contact when Ticket is created

CraigR — Tue, 03 Aug 2021 13:32:42 GMT

Did we get any where with this

Re: Email Contact when Ticket is created

TitiCuisset — Wed, 04 Aug 2021 08:56:46 GMT

Hi @CraigR

Thank you for reaching out.

You can automate ticket actions and send emails by following these steps.

Hope that helps.
Have a lovely day,
Tiphaine.

Re: Email Contact when Ticket is created

thunter3 — Mon, 13 Sep 2021 07:44:31 GMT

Hi everyone!

I created this post earlier is directly related as well. Feel free to upvote.

Re: Email Contact when Ticket is created

sharonlicari — Fri, 10 Sep 2021 13:46:00 GMT

Hi @thunter3

Could you please share the link?

Thanks

Sharon

Re: Email Contact when Ticket is created

Anonymous — Thu, 28 Oct 2021 20:03:48 GMT

Yes, this would be really helpful to have!