Auto response email when ticket filed does not appear in ticket

Service Hub Tickets & Conversations
1

Hi,

I have set up a process as documented here: Set up and manage object pipelines where we send an auto-response to anyone who files a ticket. This is working well, and the auto-response also contains a ticket # for tracking.

If the reporter responds to the auto-response, the thread starts appearing inside the ticket and the support agent can make further threaded responses to the email thread with the ticket #.

HOWEVER, what if the support agent wants to respond on the thread with the ticket # BEFORE the user responds? i.e. right after the ticket is originally filed. There seems to be no way to do this from the ticket.

Appreciate your help, thanks!

2

Hi @TJaffri,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see if they can think of a solution:

hi @franksteiner79, @Katherinegavin1, @louischausse, do you have any advice for @TJaffri? Thank you!

Cheers
Mia, Community Team

3

Hi all, same question: How can I include the automatic email reply in a ticket to start the thread from there?