topic Re: Get notified via email when a ticket status changes in Tickets & Conversations

Get notified via email when a ticket status changes

RDelaney2 — Fri, 08 Sep 2023 18:34:52 GMT

Can i set up an email notification when the status of a ticket changes

Re: email notification

karstenkoehler — Mon, 04 Sep 2023 10:15:13 GMT

Yes, one option would be to follow the record: https://knowledge.hubspot.com/crm-setup/follow-a-record

Alternatively, if you have access to ticket based workflows (requiring Service Hub Professional), you can re-enroll tickets when "Ticket status is known" and use the "Send internal email notification" action to notify yourself.

Best regards!

Re: Get notified via email when a ticket status changes

AaronBoatin — Mon, 11 Sep 2023 17:44:44 GMT

It would be fantastic if HubSpot had templates that would mimic what their tickets do when you are working with HubSpot support. Not just the email templates, but the behavior around notifications with ticket updates, etc.

We're still trying to ditch Zendesk and there seems to be a lot of manually configuration in ServiceHub that is inherent in Zendesk. Notifications and ticket behaviors are at the top of the list.

Re: Get notified via email when a ticket status changes

BérangèreL — Tue, 12 Sep 2023 10:30:30 GMT

Hi @AaronBoatin,

Thank you for reaching out to the Community! And thanks @karstenkoehler for your help!

I found this article for you "Set up and customize ticket pipelines and statuses" that might help you!

I also wanted to invite a couple of subject matter experts to this conversation @Josh, @danmoyle and @ChrisoKlepke, do you have any tips or information you would like to share to help @AaronBoatin, please?

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

I hope it helps!

Have a nice day!

Best,
Bérangère.

Re: Get notified via email when a ticket status changes

AaronBoatin — Tue, 12 Sep 2023 15:22:57 GMT

Thanks so much @BérangèreL and @karstenkoehler !

Re: email notification

danmoyle — Tue, 12 Sep 2023 21:09:56 GMT

Thanks for the tag @BérangèreL - nothing different to add than what @karstenkoehler offered. Following the record is my first choice, and a workflow is second. If you're not the owner of the ticket, that's the way to get notified.

Re: email notification

snoack — Wed, 18 Dec 2024 08:14:17 GMT

Hi Karsten,

I´d have a question on top of the answer you gave - related to 'Status Changes' in tickets.

Where can one configure the setting, that each (new) email going into your assigned ticket - initializes an email note to your regular email box (for example to Outlook).

Status change emails might be nice - but I also need to get notified, when a new customer email has come into my assigned ticket. We do not talk about the HubSpot Inbox, just FYI ..

Thanks for your input,

Stefan