Hi,
We have an inbox connected that will create a Ticket when a contact sends us an email. It works except when a contact replies to an old email thread (before the inbox was connected). In that case, the inbox workflow won’t create a ticket but it will create a new activity for the email reply to the Activities tab of the contact. We contacted a Hubspot specialist and they confirmed that this behavior seems to be correct.
How could we automatically create a ticket for these cases? I tried different ways but all of them seem to be missing something:
- Contact Workflow with an Enrollment trigger as Activity Email subject is Known: however there is no filter type for “contact doesn’t have any ticket”.
- Hubspot API/Webhook: we can trigger a webhook when the property notes_last_updated (last activity date) changes, however, there is no API to retrieve all the activity of a contact.
Any help? Thank you!
Hi @JoseGLS,
Thank you for reaching out to the Community!
I wanted to tag in a couple of subject matter experts to see of they can think of a workaround:
Hi @danmoyle, @franksteiner79, @HFisher7, do you have any tips for @JoseGLS? Thank you!
Cheers
Mia, Community Team
@JoseGLS - You could create a custom calculation contact property ‘Number of associated tickets’ that sums up the number of ticket records associated to the contact:
You could then use this property in your workflow along with the Email subject known trigger:
I’m with @HFisher7 here, @JoseGLS. That’s where I’d start, too.
Thanks for the tag @MiaSrebrnjak!
@HFisher7 Thank you for your answer.
My interface for creating a custom property for contacts seems to be a bit different.
After choosing “Ticket”, it asks for a mandatory ticket property. There is no property related to “associated to the contact” so the result of the calculation is the sum of ALL existing tickets.
Thank you.
@JoseGLS - Once you click create on the property you will get the view I shared, looks like you’ve done the same as me from your screen share 
You can 1stly set revert from here
Then by using this revert as a trigger you can create a new ticket.
