Hi There,
We activated the automation which allows a ticket to change to a specific status if the email is replied by the customer. However, automation does not work if I send the first email by the “forward” button. The forward button is required and frequently used if attachments need to be forwarded.
Please advise how we can solve it. We think it’s a bug.
Hi @STudcaroğlu,
This is unfortunately currently expected behavior and not a bug. It’s a limitation of the product, I discussed this before with HubSpot customer support.
HubSpot support noticed that for a ticket, the email response belonged to a thread that had originally been forwarded, as denoted by “FW” in the email subject line. Because of this, it does not trigger the property that updates the email as being replied to in the system. This is the reason why the incoming email reply was not being tracked as “incoming” and enrolled into the workflow that updates the status.
Not a satisfying answer, I know, but currently expected behavior.
Best regards!
Hi @karstenkoehler is there any new update on this topic? Will Hubspot change the limitation of the product? This setting causes a lot of trouble. And I cant understand the reason by hubspot why this should be expected behavoir.