Notifications Departments

Smart CRM & Sales Hub Account & Settings
,
1

Hi everyone,

In our records, we frequently use activities and notes, often mentioning multiple departments there for follow-up questions or simply for information.

Since contact persons can change due to absences or may not always be known to the sales team, we consciously avoid mentioning individual users. Therefore, we have created separate HubSpot users with a shared email address for our departments (e.g., Marketing, Graphics, etc.) and enabled email notifications for mentions.

Currently, these notifications are forwarded to our ticketing system. However, we want to replace this system and handle ticketing exclusively through HubSpot in the future.

Now we are facing the problem that internal mentions do not arrive in the HubSpot inbox, and thus no tickets are created from them. As far as we know, there is also no way to notify a HubSpot team directly via @mention.

Our first idea was to integrate with Microsoft Teams so that the respective departments could be informed about mentions there. However, for security and governance reasons, we would prefer a solution within HubSpot.

Therefore, our question:
Has anyone encountered a similar use case and found a solution or best practice approach for it?

What is important to us is that:

  • multiple departments can be mentioned in a note,
  • communication continues to take place directly within the record,
  • no additional tickets are created for purely internal coordination,
  • and notifications are sent not just to a single person, but to the respective department.

Thank you for your ideas and best regards :blush:

2

Hi @Alina_S,

I’d be happy to help with that. Am I understanding correctly that if Teams members are mentioned in a note on a record, a ticket should be created for that team?

If so, I would suggest a different approach here. Instead of triggering an email that then generates a ticket, I recommend enabling the ticket creation option directly within the records you comment on. Here’s how:

  1. Create a property that uses the individual teams as selection options (e.g., name it “Create ticket for team”)
  2. Create a workflow that picks up records with a value in that property, clears the value, and then creates a ticket record for the corresponding team

Every intermediate step involving emails increases the risk of errors.

Best regards

3

Hi @karstenkoehler,

For internal communication (mainly follow-up questions or information), we would like to move away from using tickets altogether, as we intend to use the HubSpot ticketing system exclusively for customer communication. Of course, notifications for the departments should not be discontinued but should be handled via another channel.

In our previous ticketing system, notes and comments were also edited in HubSpot and then deleted from the ticketing system.

I think it will also be challenging to retrain our employees to stop using the notes function.

Best regards,

Alina

5

@Alina_S then I’m not sure I understand this part — it sounded to me like you’d like to have tickets in HubSpot?

Could you perhaps describe your desired process using an example, in a tool-agnostic way, without referencing HubSpot?

6

@karstenkoehler I expressed myself a bit unclearly. :sweat_smile: I just meant that, to the best of my knowledge, this option is technically not possible.

Currently, we receive notifications about mentions in activities through our ticketing system, Znuny. Customer inquiries are also processed there.

However, our desired process looks like this:

Customer Communication:

  1. A customer sends an email.
  2. The email arrives in the HubSpot mailbox of the responsible department.
  3. A ticket is automatically created from the email.

Additionally, we want to use internal communication via activities in HubSpot:

  • Employees mention an entire department or team in an activity, rather than individual people.
  • All members of this department should be notified collectively.

Our challenge is therefore:

How can we notify an entire department or team in HubSpot without having to mention each person individually?

7

@Alina_S Unfortunately, the answer to this pointed question is no, right? :slight_smile: