Hi!
I’m trying to set up some automations for automatic follow-up of helpdesk-tickets with e-mails to users who haven’t responded for a couple of days.
I’m unable to find a way to send anything else than marketing e-mails in the automation-part of hubspot however, it’s saying that the recipient won’t receive them unless they agreed to marketing e-mails.
Hi @3spenn,
This would require the (paid) transactional email addon: How to Use Transactional Emails to Send Relationship-Based Emails in HubSpot
Once purchased, you can select transactional emails as subscription type.
Best regards!
Thanks for the add-on suggestion, however, we only have Servce Hub Enterprise, hence why it won’t work.
We are facing a bit of a loop hole here, too, while having the need to automate replies inside the ticket / threading replies through a set of rules. We tried ‘Sequences’, but it will reply in a new outbound email, that will not log in the ticket. We have also tried setting up a workflow + agent to help solve this issue, however, unsuccessful as of yet.
Enablind threading replies in tickets with ‘Sequences’ would solve soooo many of many posters’ issues I’ve come across, while reasearching for a solution myself!
Hi @CLona and thanks for sharing your detailed experience and insights around automated follow-ups and ticket threading, this is great feedback.
Currently, Service Hub’s automation tools don’t support direct threading of Sequence replies in tickets, and I understand how much this functionality would help.
I encourage you to add your upvote and your specific use case to this similar idea “Follow-up email automation within Helpdesk email thread”, as input like yours helps shape future updates.
Thanks so much and have a lovely day!
Bérangère