I want to be copied on all communications in service Tickets

LMai3 — Fri, 16 Jun 2023 20:34:59 GMT

Hi -

My colleague and I would like to be notified (via email) in all email communication in a service tickets, especially when a client respond to a ticket; we just want to make sure no tickets fall off the crack and the issue is being taken cared of. I created a workflow to do this, but sometimes we get notified, sometimes we don't. I'm wondering if there is a way to get this accomplished consistently. We are brand new to ServiceHub, just went live six weeks ago.

Thank you!!

Lan Mai

Re: I want to be copied on all communications in service Tickets

BérangèreL — Mon, 19 Jun 2023 16:33:59 GMT

Hello @LMai3,

Thank you for reaching out to the Community 🙂

I understand that you would like to receive a notification via workflow when you get a reply to a ticket. But you don't always receive the notification.

Are all the notifications sent via one workflow? Or did you put in place other workflows? Or did you set up the ticket settings when the ticket status changes to send a notification?
In the workflow, in the action of sending the notification, did you check the body of the email to see which email address the notification goes to? Is it the same as the user's email address?

The more info, screenshots, and details you can provide, the better the Community can assist.

In order to receive the notifications, can you please follow the steps of this post "No notification to to ticket owner" from @karstenkoehler and make sure that the user, who wishes to receive the notifications, has set up notifications for tickets and workflow?

Also, I share these resources that can help you:
- Not receiving HubSpot system or notification emails
- How to Use Tickets and Tasks in Service Hub
- Set up and customize ticket pipelines and statuses
- Manage tickets in your inbox
- Using Tickets in HubSpot (FREE lesson)

I hope this helps!

Have a lovely day!
Bérangère

topic I want to be copied on all communications in service Tickets in Tickets & Conversations

I want to be copied on all communications in service Tickets

Re: I want to be copied on all communications in service Tickets