Create support ticket using a json attachment from inbound email

Service Hub Tickets & Conversations
1

Hi all

TL;DR

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Receive an email that contains a json file into a HubSpot inbox and have HubSpot parse the json, strip out the context and customer account, and then create subsequent help desk ticket?

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We are looking to use HS help desk as a ticketing system to run triage on alerts that are being sent from an external cloud platform that monitors systems availability and functionality for a number of customers.

When the cloud platform sees an issue in a customer instance, it gathers the data into the json and sends it to our help desk email address.

I want to strip out the customer name to add it to the correct ‘queue’ and strip out the alert category and severity and any other useful triage info in order to aid the help desk team remediate effectively.

And use the Help Desk escalations and workflows we currently have for distribution and management.

Is this achievable?
Thanks - Nick

2

Hey @nick_flude, thank you for posting in our Community!

While HubSpot doesn’t natively parse JSON attachments from emails, you can achieve this with an integration. Using a middleware tool like Zapier you can monitor the inbox, extract data from the JSON, and push the relevant details into HubSpot to create and route tickets based on your workflows. This approach enables the automation you’re looking for to support effective triage.

To our top experts @Anton and @TomM2 any recommendations for @nick_flude?

Thank you,

Pam