Automation when a ticket is reopened with a simple 'thank you' style comment

HubSpot Ideas
1

I would like a way of creating a workflow that can read a response from a customer via AI to determine, if the ticket is already closed, and a comment comes in that is simply a ‘thank you’ or ‘cheers’ or something along those lines that doesn’t require any more actions, for the ticket to auto close, here is a response from one of your team that was working on this with me.

Subsequent customer replies, such as a “thank you” message, are stored in the conversation thread and are not available through a standard ticket property that the Data Agent can read directly.

That said, to detect that last reply specifically, there are two options using custom code:

  1. Two-workflow approach: A workflow triggers when a new customer message arrives, uses a custom code action to retrieve the latest message through the Conversations API, and saves the text to a custom ticket property. The existing workflow can then analyze that property and close the ticket when the result is true.
  2. Single-workflow approach: Add a custom code action before the Data Agent, retrieve the latest conversation message, and pass the result directly into the Data Agent prompt.

The first option is generally easier to maintain. The second keeps everything in one workflow but requires a more technical implementation.

For reference:

I understand that this limitation is not obvious when configuring the Data Agent, and also understand the confusion it caused. The current setup can analyze the original ticket message, but detecting the customer’s latest reply will require one of the custom code approaches described above

If you’re working with a developer, you can share this information directly with them to continue with the implementation

Finally, I’m sure this would be a great addition to the tool. So, I encourage you to place a feature request in the HubSpot Ideas section of the community.

The product team monitors this portal and they could include this as a new feature based on the request popularity.

I appreciate your understanding.

Thanks for helping us to improve HubSpot!

Have an excellent rest of your day :sun: