# Automated E-mail Responses

**URL:** <https://community.hubspot.com/t/automated-e-mail-responses/17659>\
**Category:** HubSpot Ideas\
**Tags:** conversations-inbox\
**Created:** [December 11, 2019, 12:40pm UTC](https://community.hubspot.com/t/automated-e-mail-responses/17659 "2019-12-11T12:40:44Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![AnnaDeGuzman](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/annadeguzman/32/61905_2.png) [@AnnaDeGuzman](https://community.hubspot.com/u/AnnaDeGuzman)\
**Post date:** [December 11, 2019, 12:40pm UTC](https://community.hubspot.com/t/automated-e-mail-responses/17659/1 "2019-12-11T12:40:44Z")

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We are currently setting up our customer service structure through HubSpot Service Hub.

One of our main requirements is that - when a customer needs help and send us an e-mail through our shared inbox, we want to be able to set-up an automated reply to let them know we have received their e-mail and someone will be in touch with them soon. Can this feature be added?

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<div class="post-metadata">

**Author:** ![MasterEales](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mastereales/32/32004_2.png) [@MasterEales](https://community.hubspot.com/u/MasterEales)\
**Post date:** [December 19, 2019, 4:50am UTC](https://community.hubspot.com/t/automated-e-mail-responses/17659/2 "2019-12-19T04:50:32Z")

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The way I did this for me, is create a workflow an Automation Workflow - Settings \> Tickets and then Automation.

My workflow was:

When the ticket status is ‘New’

then Send Email (which you can then go through creating a new email template)

I also created a Send Internal notification, so my team get an email saying a new ticket has been created.