Email contact upon ticket close WITH ticket tokens

Service Hub Tickets & Conversations
1

I use tickets to process orders.

1. A customer creates an order by sending an email to orders@myemail.com.

2. HubSpot will then create a ticket.

3. The ticket is sent between various departments as order fulifllment occurs. I’ve created custom properties on the ticket that each department will populate as the process continues. (PO #, Invoice Info, Shipping #, etc…)

Upon ticket completion, I would like to send a clean email to the contact who opened the ticket with all of the collected property information in #3 above.

I’ve created a workflow and can send the information internally to the sales rep, no problem, however I can’t seem to send an external email to the contact who opened the ticket. I’ve created a nice email and published it within HubSpot however it seems that I can only send that email to contacts associated to a list.
Question:
1. Is this the correct approach?
2. Is it possible to associate the contact early on in the workflow, send them the email and then dis-associate them from the list at the end of the workflow?
Please advise.

Thank you!!

2

Hi @DCalderon11 ,

I would have gone for a workflow, too, so I’d say that’s the correct approach :wink:

It till be beneficial to have a look at your workflow. You’ve added the “Professional” tag, which means that you should be having all the options for the workflow settings. The question is - have you created the workflow from scratch or are you using the built-in ones linked to the ticketing pipeline?

I would be intersted in checking your enrolment triggers, as that might impact the options you see. The way I would do it is to enrol contacts, as it’s to contacts that you want to send the message, that have a ticket in a specific pipeline with a status “Closed”. Then have your nice email linked to that.

Do you want to try that and let me know how you get on?

Eli