It’s about to be Thanksgiving and Christmas and we don’t have any way of setting an auto responder to let people know we’ll be slow to respond… this seems very strange. We’ve gone the squence route but that only works for tickets.
Upvoting this on behalf of a customer! Customers need to get an auto-response when they receive an email from the client.
I am really surprised / disappointed that this is not already a feature. We have just taken on HubSpot Service and had assumed that acknowledging the customer’s email and giving them a ticket number would be basic functionality. I am told by Support that we are to set up an auto-reponse from our mail client…which we could have done anyway.
I was actually able to identify a solution for this. by creating each email as its own channel I am able to create a workflow that allows inbound email to be received as New (then send email response automatically) and adjust the ticket to Waiting on Us. (this way only the tickets that come in new are getting the auto response - they are then changed to waiting on us so my reps know to handle the response) I have 13 emails with their own tailored auto reply when we receive a new email from a customer acknowledging the receipt of their email.
Hi TWhite, thanks for your reply, but I’m not sure that fixes my problem. I have only one (support) email coming in. But my preference is for ALL emails coming in to;
- be listed as new - and go into a holding status = Enquiry Received
- send auto response saying ‘we’re on the case and here’s your ticket number’ - or some such
Support team would then respond and ticket would move to “Waiting on customer”
Then their reply goes to “waiting on us”
So new conversations are always new. Discussions are bounced between Waiting on Us and Waiting on Customer. Then we have Escalation and Resolved.
It’s the front bit (New) that I’m struggling with. The only fix I can think of is to set up an auto response from the mail client to customer, but this would not include any ticket info.
DP
Here is what i created for 1 of my 13 inboxes to solve my problem and create an automated response
Within the inbox settings you create automation with Tickets (every inbound email creates a ticket) then with tickets I can automate based on the status of the ticket.
1. Email comes in and creates a ticket (ticket Status is new)
2. Ticket status new is entered into automation workflow
3. workflow sends specific auto reply message
4. Ticket status changes to Waiting on US
5. My reps work email/ticket while waiting on US
6. when my reps reply to email the ticket status is changed to Waiting on Contact
I hope this helps it works perfectly for my business and I have 13 different emails with 13 different auto email response messages.
Upvoting this idea and it would be great to see it extended to form submissions received between a time window for example to manage customer’s expectations regarding when to expect a reply.
@Iffah you can follow the same steps above related to forms (when the form is created have it create a ticket) then have a workflow that recognizes forms and sends an email to form submissions and changes ticket status from new to waiting on us. This will allow your form submitters to receive a thank you email outlining you received their form submission and provide additional support details if needed.
our rep was out and we needed a way to let incoming emailers know there was going to be some delay.
This would be extremely useful for our team.
+1 we need it too - realy!
+1 We need it ASAP!
Totally agree!!!
+1 we need it too!
This would be very helpful for small support teams.
+1 we need this too
We typically respond to conversations within 10 minutes, so an auto response during business hours seems silly. However, a simple auto response outside of business hours and on holidays is sorely missed.
That this has to be done through workflows, and that at least two separate workflows are required to accomplish it, is mind boggling.
"Hi, we received your email. We’re out of the office <because it’s 2 am!>. We’ll respond to you during business hours. <Please don’t send 10 more emails every 5 minutes, in increasingly angry and demanding tone, demanding a response.>
or
"Merry Christmas, we received your email. We’re not working today <because it’s Christmas!>. We’ll respond to your <entitled> email during business hours when we return on December 26."
This is a no-brainer!
+1 we absolutely need this feature.
upvoting this for a customer! Thanks team!
@hubspot it is absolutely unacceptable to not have auto-responders on a conversation inbox!