topic Re: Auto acknowledgement workflow doesn't log email in ticket in Tickets & Conversations

Auto acknowledgement workflow doesn't log email in ticket

KBillings — Wed, 11 Dec 2024 16:37:42 GMT

Is there a way for the email sent to a user after they submit a ticket can be logged in the ticket activity? We currently have a workflow that sends the acknowledgement email based on the source of the ticket and pipeline status it's in but that email isn't logged in the ticket for the user to see in the support portal.

Re: Auto acknowledgement workflow doesn't log email in ticket

karstenkoehler — Wed, 11 Dec 2024 16:41:31 GMT

Hi @KBillings,

Unintuitively and sadly, this is currently not possible. Automated emails are only displayed on contact records, not on any other record type. I'm not aware of any feasible workarounds that don't involve coding / developing an application based on the HubSpot API. (Some customers use a ticket-based workflow to add a note to the ticket record at the time of sending the email – this would at least make it show up on the ticket timeline.)

However, other users have requested this before: https://community.hubspot.com/t5/HubSpot-Ideas/Automated-emails-associated-with-tickets-to-be-visibl...

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand. I'd recommend commenting and upvoting.

You can also help other HubSpot users find this request more easily (and drive traction) by accepting my reply as a solution. I'd appreciate it, too.

Have a great day!

Re: Auto acknowledgement workflow doesn't log email in ticket

KBillings — Wed, 11 Dec 2024 17:02:13 GMT

Thank you for your reply! That's really helpful and we've implemented the note for our internal use. Do you know of anything we could add so something gets added to the user's view in the support ticket details?

Re: Auto acknowledgement workflow doesn't log email in ticket

karstenkoehler — Wed, 11 Dec 2024 17:04:21 GMT

@KBillings I'm not sure I'm following, what would "someting gets added" be exactly?

Re: Auto acknowledgement workflow doesn't log email in ticket

KBillings — Wed, 11 Dec 2024 17:11:03 GMT

Yes sorry - We utilize the Customer Portal for ticketing. When the customer views their ticket details, there is no activity in the thread of an acknowledgement email, just their initial form submission. Do you know of a workflow step that would log the acknowledgement in the ticket detail within the Customer Portal?

Re: Auto acknowledgement workflow doesn't log email in ticket

karstenkoehler — Wed, 11 Dec 2024 17:12:28 GMT

@KBillings the customer portal, as far as I know, only logs actual one-to-one communication. I'm not aware of any workarounds. Valid point though, I'd recommend adding that to the linked idea or creating a new one!

Re: Auto acknowledgement workflow doesn't log email in ticket

KBillings — Wed, 11 Dec 2024 17:29:01 GMT

Great - Thank you so much for your replies!