topic Re: Solve Multiple tickets with one template in Tickets & Conversations

Solve Multiple tickets with one template

GIngram — Mon, 05 Feb 2024 19:46:32 GMT

Can we use the same template, select multiple tickets and have all solved and responded to. Tried this and only one person got the template respond, the rest got auto responder email. We had been able to do this easily in Zendesk but cannot seem to be able to do in Hubspot.

Re: Solve Multiple tickets with one template

BérangèreL — Tue, 06 Feb 2024 10:24:03 GMT

Hi @GIngram,

I love to see this post in the Community, thanks for asking!

Just to clarify, are you trying to send the same template email to tickets that are created from the conversations in the shared inbox?
Also, is this template an automated response when a ticket is created in the conversation inbox, please?

If yes, you can send an automated email from the conversations inbox when a ticket is received or closed.
Here is the article about it: "Automate ticket status and actions (Service Hub Starter, Professional, and Enterprise only)".

You also have workflows based on conversations that might be of interest if needed.

You should also be able to bulk edit the status of the tickets.

I'd like to invite a couple of subject matter experts to this conversation: Hi @Shadab_Khan, @Bryantworks and @StjepanGrcic do you have suggestions to help @GIngram, please?

Thank you very much ❤️ and have a wonderful day!

Best,
Bérangère

Re: Solve Multiple tickets with one template

GIngram — Tue, 06 Feb 2024 16:36:38 GMT

Thank you so much for reaching back on this one. So appreciate it.

Firstly, YES the inquiry is for tickets received in the Conversations INBOX

We do currently have an autoreply set to reply and acknowledge each ticket.

However, in this case - especially when we launch a product - we can have hundreds! of tickets which could and can be solved using the same template. In Zendesk it was quite simple, we simply selected multiple tickets and the "selected template/macro" went out to all. So was looking for a way to do this in Hubspot.

Appreciate any and all recommendations toward answering these conservations in bulk.

Thank you

Re: Solve Multiple tickets with one template

SWasvick5 — Fri, 16 Feb 2024 15:48:06 GMT

Thank you for this post! We also recently switched from Zendesk and need a similar feature. We are a tech company, so if there was an issue that needed to be sent to the developers, we would tag all incidents to a problem ticket, then bulk respond to all when sorted out. It's significantly more complicated than that now. If there are any work-arounds until a similar feature is built out, I would love to hear it!

Re: Solve Multiple tickets with one template

RSchweighart — Tue, 20 Feb 2024 20:37:27 GMT

Hi @GIngram and @SWasvick5,

What if we tried a workflow to accomplish this? Here's a GIF demonstrating setting up a ticket workflow. It wouldn't let me upload the GIF here because it exceeded 3 MB size. Note, I created a helper ticket property that's a single checkbox called 'Bulk Email?'

Consider whether you want a contact to be re-enrolled.

To bulk update a ticket property, you can do so from the ticket table view. If you see your tickets as cards, you can toggle to a table view with the icons near the top left of the table.

Using Lists may be another way to achieve your objective. If you were considering some other solutions within HubSpot, you'd like me to investigate, please let me know.

Best,

Ryan Schweighart

Whole Hart Imapact, LLC
whimpact.co

I help businesses with HubSpot and Zapier.