# Auto-Ticket creation using workflows

**URL:** <https://community.hubspot.com/t/auto-ticket-creation-using-workflows/60365>\
**Category:** Tickets & Conversations\
**Tags:** help-desk, workflows, professional\
**Created:** [July 5, 2022, 3:12pm UTC](https://community.hubspot.com/t/auto-ticket-creation-using-workflows/60365 "2022-07-05T15:12:01Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![WKite](https://avatars.discourse-cdn.com/v4/letter/w/8dc957/32.png) [@WKite](https://community.hubspot.com/u/WKite)\
**Post date:** [July 5, 2022, 3:12pm UTC](https://community.hubspot.com/t/auto-ticket-creation-using-workflows/60365/1 "2022-07-05T15:12:01Z")

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Hello

I was hoping someone here might be able to help me, the problem I have is with a workflow that is not completing the ‘action’ part (in this instance, creating a Ticket and assigning it)

We are trying to automate incoming emails from customers so that when they arrive, the workflows recognise some pre-defined words in the subject line or body of the email and creates a Ticket that is auto-assigned to an individual or a team. This can then be managed appropriately by that team. (With a view to have multiple workflows created that direct suitable emails with different key words to various functional teams)

We have tested the workflow by sending a few emails with the keywords into our connected HubSpot channels and although the emails arrive, it doesnt create any tickets 😞

Any help is appreciated! Thanks.

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**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\
**Post date:** [July 5, 2022, 4:27pm UTC](https://community.hubspot.com/t/auto-ticket-creation-using-workflows/60365/2 "2022-07-05T16:27:54Z")

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Hi @WKite,

What exactly have you set up so far?

The general approach is outlined here: [Create tickets in your conversations inbox](https://knowledge.hubspot.com/tickets/create-tickets#create-tickets-in-your-conversations-inbox) – in the inbox settings, you want to choose the “Treat incoming conversations as support tickets” option. Once this is enabled, ticket records will be created. (_Settings_ \> _Inbox_ \> _Inboxes_) The options here can be a bit confusing, feel free to share a screenshot if you’re getting lost.

You can then set up a ticket-based workflow that enrolls all tickets, this can be done with the enrollment trigger “_Create date_ is known”. You would then use an if/then branch to check the _Ticket description_ field. (This field contains the email body.)

E.g. If _Ticket description_ contains keyword 1, assign ticket to _Ticket owner_ 1.

If you’re getting stuck at any of the above steps, could you let me know which one?

Best regards!

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**Author:** ![WKite](https://avatars.discourse-cdn.com/v4/letter/w/8dc957/32.png) [@WKite](https://community.hubspot.com/u/WKite)\
**Post date:** [July 6, 2022, 10:14am UTC](https://community.hubspot.com/t/auto-ticket-creation-using-workflows/60365/3 "2022-07-06T10:14:50Z")

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Thanks @karstenkoehler

I have actually started from scratch now using your recommendation instead, which works fine, so thank you.

I was concerned that turning on “Treat incoming conversations as support tickets” would mean that every time an email arrives it creates a new ticket, which would mean we have thousands of tickets. However my understanding now is it will only create a ticket for a **new** conversation - is that correct?

I suppose my only other question now is:

- If the conversation **does not** fulfill the trigger for the ticket description e.g. it **does not** contain my pre-defined keywords in the description or name - what happens then? We still want to monitor these. How can I direct that conversation into our ‘Other/unassigned conversations’ view within the inbox?

Thanks!