It would be great if re-enrolments could match the whole refinement criteria when there’s a condition of a property update date.
For example, I have created a workflow whereby when a support ticket is in the status ‘Awaiting customer’ and the customer then replies, the status changes to ‘Waiting on us’. The conditions are:
- Pipeline is support pipeline
- Ticket status is ‘Awaiting customer’
- Last customer reply date was updated after date entered ‘Awaiting customer’
If chosen these condition because there’s no built-in one.
Should we reply to the ticket and change it back to ‘Awaiting customer’, the ticket won’t re-enrol because of that last condition.
If a ticket can enrol once on this refinement criteria, why is it not possible to re-enrol it on the same conditions? Please may Hubspot consider implementing this?
I have tried adding in a delay, but the delay criteria isn’t in-depth enough. And the built-in workflow in the pipeline automation reopens all tickets from a contact if they reply to any email, even threads not associated with a ticket, and this workflow can’t be changed at all.
