topic Re: Ticket Number in Tickets & Conversations

Ticket Number

SOblak — Fri, 24 May 2024 11:10:13 GMT

Is it possible to send the person that submits a ticket a confirmation that their ticket has been received? Our old ticketing system sent an autoresponse with a ticket number so users knew we had received their ticket. Is there a way to do this in the Hubspot ticketing system?

Re: Ticket Number

karstenkoehler — Fri, 24 May 2024 11:14:28 GMT

Hi @SOblak,

Yes, this can be done. You can find step by step instructions here: https://knowledge.hubspot.com/object-settings/automate-ticket-pipelines#automate-actions-based-on-ticket-statuses-service-hub-starter-professional-and-enterprise-only

If you want to include a ticket number, I'd recommend using the ticket 'Record ID'. You can simply add a personalization token for the record ID. It's not a running number but assigned uniquely at the time of ticket creation.

Let me know if you have any follow-up questions!

Re: Ticket Number

TThayne — Mon, 10 Jun 2024 22:45:06 GMT

In our old ticketing system, our customers have been trained to add using curly brackets their ticket id# in the email subject e.g. {130248}, our old system would then know to add that new message with their existing ticket. Is there a way to do something similar to this in Hubspot?

Re: Ticket Number

WvanderGarde — Tue, 21 Jan 2025 15:53:01 GMT

@karstenkoehler Should this still work, or has something changed? When I want to set up a email, there is no option to personalise using any ticket properties.