I’d like HubSpot to support sending an email when a ticket is created or meets specific criteria to arbitrary external email addresses or to freely definable recipients outside the standard contact association/workflow logic.
Right now, ticket automation supports:
- internal email notifications to HubSpot users, teams, or owners, and
- ticket emails to the associated contact’s primary email address.
What’s missing is the ability to define external recipients directly in the ticket automation, for example:
- notify an external service provider,
- notify a partner mailbox,
- notify a customer contact that is not the associated primary contact,
- send to different external addresses based on ticket properties.
Why this matters:
Many service processes involve external stakeholders who should be informed automatically when a ticket is created or reaches a certain status. Today, this requires awkward manual workarounds such as creating extra contact records or external integrations just to send a simple notification email.
Suggested solution:
Add a ticket workflow action that allows:
- entering one or more external email addresses directly,
- optionally using a ticket property as the recipient source,
- using personalization tokens from the ticket,
- sending this independently of the associated contact model.
Current workaround:
Create additional contact records and associate them to the ticket, or send the data via an external system that sends the email.