Hello,
I’m trying to set up an auto reply to tickets. If a ticket/email is sent to us, I’d like it to auto reply something like Thanks for reaching out, we will get back to you in X business hours and include the associated ticket number. I found some old asks for this and it looks like that feature may have been depreciated? Is there still a way to use this?
Hi @HelBle, happy to help!
Here are the steps:
1 - Open your Settings (widget icon in top right navigation)
2 - on the left sidebar, scroll to Objects and expand the section and click Tickets
3 - Click the Pipelines tab in the middle pane
4 - Choose the pipeline you want to add the automation for
5 - Scroll down a little bit and click Automate:
6 - Scroll down and expand the “Create workflows from scratch”
7 - then click in the box and it will generate two automations, one to send an email when a new ticket is created and the other when closed. You can edit them as needed from there.
Thank you for this! While it appears straightforward, I am running into a problem with the automated emails as it appears it requres a Marketing Hub subscription. I am able to complete all of the above steps until I need to assign an email to send (which is not possible). We need to send follow up emails to users who have not responded to us in X days but I cannot add more templates without paying for Marketing Hub. Is there any other way to accomplish this?
I agree, I’m trying to do this and reading about the possibility to do it as a transactional email as all we want to do is respond to the customer letting them know that we received their order and they should be receiving a confirmation before the end of the day. @Jnix284 is there a way to do this?
@MMcIntyre24 you can find information about using transactional emails here. If you have further questions, I recommend starting a new thread and linking to this one as your question is quite different from the original and you’ll receive a faster response from the community if you create a new post.
@MAlbanese you’re correct, it does require a marketing hub subscription - I apologize for the delay, I was not able to access my community account for some time now.
Hi @HelBle,
To set up an auto-reply for tickets, follow these steps:
- Go to Settings (the gear icon in the top-right).
- Navigate to Objects on the left sidebar and click Tickets.
- Click the Pipelines tab.
- Select the pipeline you want to automate.
- Scroll down and click on Automate.
- In the automation section, expand Create workflows from scratch.
- Set up an automation to send an email when a new ticket is created. Customize the email to say something like, “Thanks for reaching out! We will get back to you within X business hours. Your ticket number is [Ticket Number].”
This will ensure an automatic reply goes out with each ticket submission.
Best regards!
I am finding when using this that when I manually create a ticket and associate the ticket to a contact from the ticket creation card, it will send that contact the automated email. Is there a better way to do this so that it will not send them the automated email?
How do I set the contact as a Marketing contact when they might not be a contact yet for a new support ticket?
