We are trying to set up an automated reply-all email for the main conversation of a given ticket for when that ticket gets resolved / closed. I already set up a workflow with an email action that gets sent to the ticket’s Contacts, but it is a separate email that is not threaded with the ticket’s conversation. I have tried to write custom code and use Postman requests to send this email, I have tried to get support from HubSpot’s AI support agent, and I have tried to do external research and asked Google Gemini about this issue and feel like I’m circling the drain.
We have a support email set up as one of our channels in the help desk. I have Super Admin and a Service Seat, and my team has Service, Sales, Marketing, and Data Hub Enterprises and access to the developers tab so access and permissions shouldn’t be an issue. We also set up a private app with a large scope during testing to ensure access / permissions weren’t an issue.
Is there someone out there that figured out how to set this up? Setting up auto-replies to the main thread of a ticket seems like a basic feature of a ticketing service, so we’re confused as to why this does not appear to be the case.
Thank you!
Hey @Snorth4 - thanks for posting in the Community!
I’d like to get some thought leaders in on this thread to see what they may recommend. @karstenkoehler, @Bryantworks, and @OPerek-Clark - any thoughts?
Shane, Senior Community Moderator
@STierney I now see this community post inquiring about a similar issue and I think it’d solve the problem we’re running into. We’re wondering if the Transactional Emails Add-On lets us use the support email we already have in our Help Desk, and if it can reply to an email thread in the conversation in a ticket.
Hey @Snorth4 - thanks for following up here!
I’d like to tag in @karstenkoehler, who provided the accepted solution in your linked thread, to see if he has any insight on your follow-up inquiries.
Shane, Senior Community Moderator
The short answer is: it’s not permissions it’s that HubSpot’s ticket workflows are not designed to send true “reply-all to the existing thread” emails.
From what I’ve seen, HubSpot workflows can send emails to ticket contacts, but those emails are treated as new outbound emails and don’t reliably attach back into the existing help desk thread the way people expect from traditional ticketing systems.
The “threaded reply-all” behavior usually only happens when:
the email is sent from the connected support inbox
and it’s logged as a reply to the original conversation object, not just a ticket association
Right now HubSpot doesn’t really expose an easy “reply to this ticket thread” action in workflows, which is why your email action and API attempts are coming out as separate messages.
A workaround I’ve seen teams use is:
creating a snippet/template closing message
using a ticket pipeline automation that prompts agents to send a final reply manually
or triggering a Help Desk conversation reply via API (but only if you’re using the Conversations endpoint correctly, and even then it’s finicky)
If anyone has cracked this fully automated, I’d love to see it too… but based on current HubSpot behavior, the cleanest “native” solution is usually an internal task/reminder for the rep to send the final closure message from the inbox.
I’ve had a similar issue. I would suggest you include a “create a note”-action for the ticket in the workflow after the “send email”-action. The note could consist of a “ticket closed email sent out to associated customers” message and a short breeze-agent summary of the ticket aswell. Moderator note: While this solution may not address the original poster’s specific situation, it could be helpful for other community members facing similar challenges.