We have a help team who would like to add the Hubspot Ticket Id to the subject line of their responses to customers. Apart from ensuring clarity, it might also help to stop the auto-merging of tickets with similar subject headings.
I am told this is not currently offered as a function, so am wondering whether anyone has faced this and come up with a workaround? The team are averse to the idea of snippets and would want the ticket number in the subject line, which we weren’t able to do when playing around with snippets. Any ideas appreciated. We use Service Hub Professional.
Hi @Dharris4,
Hoe are these emails sent exactly? From a conversations inbox, from help desk, from the ticket record? As a reply or as a bet new email?
Generally, there isn’t any automation or rule that could be set up to auto-populate the subject line with an email. Depending on how the email is sent, there might be ways so that the automatically generated one pulls it in.
For net new emails, it would have to be added manually (and could be copied directly from the URL of the ticket record, where it can be found as the second number, or by adding it to the left sidebar).
Best regards
Best regards
Hi Karsten,
I have / my colleagues have the same question as @Dharris4 regarding ticket numbers on external correspondence.
I’d just like to have the following confirmed — thank you.
Do you know if it is possible to have the Ticket number automatically included in the subject line of all emails when these emails are sent from the ticket?
@karstenkoehler
I would also appreciate knowing whether this is possible.
In our case:
Currently, customers automatically receive a confirmation message with a ticket ID when they submit a request.
However, when we continue the conversation via email, the ticket number is generally not included in the subject line or message. (Only Ticket Subject / Ticket Name as Email Subject. E.g: Re: Ticket Name)
If customers are not using the customer portal and have multiple open tickets, this can quickly become confusing and difficult to manage.
Happy about your ideas and reply!
Best,
Marco Huber
Hey @MarcoHuber , thank you so much for adding your question to the thread!
I took a closer look at the Help Desk documentation, and there’s actually a way that should help here
I’m also going to tag @karstenkoehler, @Jonathan_Vaz , and @franksteiner79 in case there’s anything additional to add here.
Thanks!
Victor
Hey @Victor_Becerra,
Thanks for pointing this out. I wasn’t aware that this was possible, and it’s easy to overlook in the documentation.
As far as i saw with this feature I can manually add the ticket ID by a simple click, and it will then appear in the customer portal of my customers as well as in my helpdesk and ticket views. However, when I look at it from the customer’s perspective, the ticket ID still doesn’t show up in the email subject line.
So for me, this is only a partial solution, since it is not automated and does not apply things to the subject.
I also read elsewhere that it’s possible to modify the ticket subject itself using an automation, and that approach has been working well for me so far.
HI @MarcoHuber - Could you share what type of automation you are using? I have a request from leadership to have the ticket number in the subject line of any email sent from the ticket. I have been unable to get an automation to work for me.
