Hello
Is there’s a way to clear the property that store the clicked CTA? Ive Support tickets that send mail with 2 CTA for select the severity. It works fine.
The problem is that if a new ticket is open hubspot store the previous CTA answer and update the SEV as per the first answers
Hi @DAndrione,
This depends on the setup in your portal. By default, CTA clicks aren’t stored in properties. However, it sounds like there may be a workflow in your portal which does that.
In this case, I’d recommend navigating to a contact record you know is experiencing this, and checking if you can find the respective workflow in the activity timeline. Once you do, can you please share a screenshot?
You can also find the workflow by checking which assets are referencing the property in the property settings.
Let me know if you need more detail to complete the above.
Best regards!
Thank you for your quick answer let me explain in detail.
I’ve created a pipeline with NEW - 0 - 1 -2 -3 stages
When a contact sends a mail I create a ticket in a pipeline with severity
2 if Life cycle stage = Customer. (otherwise 3) that goes to stage SEV2.
We wanted a way to let the customer change the severity
When a ticket arrive in stage SEV2 an automated mail is sent to the
customer explaining the SEV model and proposing him 2 CTA:
1 Update your Severity to 1
2 Update your Severity to 2
If he click on one of those butto he reach a “Thank you” page.
I’ve created a ticket based workflow when filter criteria is meet that look
for clicked link in the mail and update the ticket property Severity to 1
or 0 and move the ticket to stage SEv 1 or 0.
Everytime I create a new ticket from the same contact Hubspot seems keeping
the workflow info on CTA selected and move again the ticket to SEV 1 or 0
Hope I was more clear.
Thank you
Severity is a ticket property I’ve created
##- Please type your reply Thank Youabove this line -##
Thank you for your quick answer let me explain in detail.
I’ve created a pipeline with NEW - 0 - 1 -2 -3 stages
When a contact sends a mail I create a ticket in a pipeline with severity 2 if Life cycle stage = Customer. (otherwise SEV3) that goes to stage SEV2.
We wanted a way to let the customer change the severity
When a ticket arrive in stage SEV2 an automated mail is sent to the customer explaining the SEV model and proposing him 2 CTA:
1 Update your Severity to 1
2 Update your Severity to 2
If he click on one of those buttons he reach a “Thank you” page.
I’ve created a ticket based workflow when filter criteria is meet that look for clicked link in the mail and update the ticket property Severity to 1 or 0 and move the ticket to stage SEv 1 or 0.
Everytime I create a new ticket from the same contact Hubspot seems keeping the workflow info on CTA selected and move again the ticket to SEV 1 or 0
Hope I was more clear.
Thank you
Hi @DAndrione,
It’s a bit hard to say where exactly in the process you would place this but it sounds like you would just have to find the right place for the “Clear property value” workflow action 
Empty
Hi @DAndrione,
This is just a small window into a much larger process. If you want me to provide good feedback, you would have to share all pieces and parts of your process.
Hi @DAndrione,
The best way to solve for this is to create two workflows. One workflow is triggered by the click of CTA 1, the other workflow is triggered by the click of CTA 2. That way, HubSpot doesn’t have to check the branches and will trigger every time the CTA click happens:
Best regards!
Hey thank you
Sorry but your solution is not solving the problem
When I create a new ticket this is assigned to SEV3 and should remain there
until the customer reply to the new automated mail with CTA SEV1 or CTA
SEV2 option (that is sent automatically when you create a ticket)
The problem is that Hubspot keep the info stored on this contact and apply
his last CTA SEV 1 or 2 selected on the previous ticket (and autOMATED MAIL)
So iHubspot move the ticket to SEV1 or SEV2 without any answer on
mail received from the new ticket
Hi @DAndrione,
What I’ve drafted above would work like you described. There would be one workflow for the SEV1 CTA click, another for the SEV2 CTA click. Only when clicked would they update the ticket.
The issue is not that the CTA click is stored, the issue is that your branch is checking them from left to right. By splitting your workflow in two, as shown above, you avoid this.
I have a similar issue in that I am inviting Contacts to respond Yes, Maybe or No to an event invitation. If they subsequently go from a Yes to a Maybe (or any combination) I want to remove them from list Yes and add them to list Maybe - but the previous Yes CTA click meant they never move to Maybe or no. I did start with separate workflows, but this approach didn’t move them at all. IF it were possible to Clear the CTA value once the action had taken place, then this would resolve the problem.
