Can't re-enroll tickets to update status when a customer replies

Service Hub
1

I’ve been trying to set up a workflow whereby a ticket’s status will update from ‘Awaiting customer’ to ‘Waiting on us’ when a customer replies to a ticket.

I’m using the ‘last customer reply date’ is after date entered ‘Awaiting customer’, tickets will enrol the first time without a problem, but tickets can’t re-enrol in the workflow later down the line because the criteria can’t be used for re-enrolment.

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I found a previous forum post from 2018 wanting to achieve the same thing and Hubspot didn’t suggest an actual resolution and it seems they haven’t made any changes since it was originally raised…

There’s a pre-built workflow that can update a ticket when a customer replies… but it will update every ticket they every raised when the contact replies to ANY email, including ones outside the Pipeline. This workflow can’t be changed but it just doesn’t work the way it should. I don’t want all of a contact’s tickets to reopen if they respond to a sales email outside of the support pipeline, which is what happens if I switch on the workflow.

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Is there any sensible way to get this to work that anyone has discovered please?

Cheers!

2

Hi @BCox9,

To my knowledge, this is remains unsolved - and the best way to flag this with the product team would be to submit a request here: https://community.hubspot.com/c/hubspot-ideas/59

If you share it back here, I’ll definitely upvote it.

Best regards

3

Thanks for your reply Karsten!

Would it be a different request to this one I’ve seen: Allow reenrollment for activity type criteria

I’m not sure whether it would be classed as an ‘activity criteria’ or not.

Kind regards,

4

Hi @BCox9, not quite, no. Activities refer to associated engagements, in our case here, we want this particular property to be available outside of the default pipeline automation.

Activity enrollment might be another avenue to a solution, yes, but it seems like a quicker / easier win to just have this property available to select if it’s already there in the background.

6

Thanks Karsten, I appreciate your guidance!