topic Re: Include an Automatic Reply in a Ticket Thread in Tickets & Conversations

Include an Automatic Reply in a Ticket Thread

TBützer — Tue, 15 Aug 2023 09:05:04 GMT

Is there a way to include the automatic reply in the ticket thread on the support's end at all? Not looking to trigger the response time, simply would like to have this email in the ticket such that the thread can be taken from there.

Re: Include an Automatic Reply in a Ticket Thread

TomM2 — Tue, 15 Aug 2023 11:19:41 GMT

Hey @TBützer if you have service hub pro you can actually use the "send an email" in a ticket based workflow, to automatically send an email based on your specific workflow criteria.

https://knowledge.hubspot.com/workflows/choose-your-workflow-actions#send-email-marketing-hub-and-service-hub-professional-and-enterprise-only

Re: Include an Automatic Reply in a Ticket Thread

TBützer — Thu, 17 Aug 2023 15:43:17 GMT

Thanks for your reply, @TomM2. It seems that the article you are referring to is using a dead link. Check out the following section and link:

Service Hub Professional and Enterprise users can use this action to send automated emails when a ticket is received or closed. Learn how to send an email when a ticket is received or closed.

I am aware that automatic emails can be triggered when tickets are submitted. So my question is really how to make the automatic emails visible in the thread (i.e. the ticket's activity section)?

Re: Include an Automatic Reply in a Ticket Thread

BérangèreL — Fri, 18 Aug 2023 10:40:23 GMT

Hi @TBützer,

I hope that you are well!

Thank you for flagging that! I will check internally to update the link on the article.
Here is the correct link "Set up and customize ticket pipelines and statuses" 🙂

Thank you @TomM2 for your help!

I understand that you would like to associate activities (like email for example) to a ticket, is that right?

How is the email sent? From HubSpot? From your personal email? From the conversations inbox?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I also wanted to invite a couple of subject matter experts to this conversation @TomM2, @Ben_M and @AdamLPW do you have any additional suggestions to help @TBützer, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you and have a great day!

Best,
Bérangère

Re: Include an Automatic Reply in a Ticket Thread

TBützer — Fri, 18 Aug 2023 11:00:20 GMT

Hi @BérangèreL

We set up an automatic email once a ticket reaches the status "new" (this
is different from the automatic email confirmation when the support form is
filled in, see pic 1). I would like to see this email in the thread of the
ticket, where it is currently missing even though the emails are sent as
expected (see pic 2).

many thanks, Tobias

Re: Include an Automatic Reply in a Ticket Thread

BérangèreL — Mon, 21 Aug 2023 12:05:42 GMT

Hi @TBützer,

Thank you for the additional information!

So, you are sending an automated email via a workflow and you'd like to have this email associated with the ticket, right?

I found the solution from @NicoleSengers on this post "Associate a reply to automated email with ticket" that might help you!

Have a great day!

Best,
Bérangère

Re: Include an Automatic Reply in a Ticket Thread

TBützer — Mon, 21 Aug 2023 14:58:22 GMT

Hi @BérangèreL

Thanks for your help. Exactly, we are sending an automated email via a workflow and would like to have this email associated with the ticket. The solution you are pointing to is what we already have. It includes replies to our email in the thread, but it does not include the original automatic email we are sending. So if the customer does not reply to the automated email (which is essentially always the case), the email is not in the thread. Instead, we need to compose a new email.

What we would like to have:

Customer submits form ✅
Automatic email is sent to customer including ticket nr, priority, etc. ✅
Automatic email is in the ticket thread such that support agents can simply reply to the automatic email (instead of having to compose a new email, i.e., need to copy ticket nr, email subject, etc. manually.) 🛑

Re: Include an Automatic Reply in a Ticket Thread

BérangèreL — Tue, 22 Aug 2023 10:50:58 GMT

Hi @TBützer,

Thank you for the confirmation and explanation of the specific use case!

What about using Sales email template and adding personalization tokens to the email subject line to add the ticket ID, would that work for you?

I guess this would work if you only have one ticket associated to the contact.

If this doesn't work for you, since there is no native way for this particular use case, I'd recommend you to post this idea on our Ideas Forum here.

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you and have a great day!

Best,
Bérangère

Re: Include an Automatic Reply in a Ticket Thread

samaramoliveira — Wed, 07 May 2025 14:34:35 GMT

We really need this feature, not just to have the ticket associated with the conversation, but also to ensure that the ticket receipt email is sent as a direct reply to the customer's original email.

Re: Include an Automatic Reply in a Ticket Thread

TSikute — Fri, 07 Nov 2025 22:06:57 GMT

I also need this feature. I need a way to automatically add a thread to tickets that were created through a workflow. Currently, either the Help Desk or the user must send a message on the ticket for the thread to be created. Please advise.

Re: Include an Automatic Reply in a Ticket Thread

STierney — Fri, 07 Nov 2025 22:32:35 GMT

Hey @TSikute - thanks for following up here!

I'd like to re-tag @TomM2 to inquire about any updates and/or product features that may have been released since this was posted!

Shane, Senior Community Moderator