Good day,
I know you get “Marketing Emails” and “Transactional Emails” but shouldn’t there be something like “Support Based Emails” or is there?
Surely Help Desk emails should be considered as “Support Based Emails” and sent even if a contact is not saved as a “Marketing Contact”. If that user has an issue surely they should be able to get feedback on their tickets.
If there is something like this, can someone tell me where to set it please. Thanks in advance.
Hi @TvanWyk,
I’m not able to find great documentation on this, but I believe ticket updates and inbox/help desk conversations are considered transactional emails and those recipients would not need to be marketing contacts to receive those updates.
Now, if you handled a service ticket for a customer and then 3 months later wanted to use automation to communicate with them outside of the ticket, they would need to be marketing contacts.
If I’m wrong, hopefully, someone corrects me. If I’m right, hopefully,y someone can help find better documentation!
Josh
Hi Josh,
Thank you for the feedback. I got a notification on one of my flows that the email wasn’t delivered because the contact isn’t saved as a marketing contact which made no sense.
Hi @TvanWyk,
I agree – the best place to suggest this would be in the HubSpot Ideas section of the community: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas
The product team reviews these requests there and once posted, you can also flag this with your customer success manager who can log this as a road block.
You’re bringing up two separate points: sending the email without opt-in (since its content qualifies as transactional communication) and sending the email without using up a marketing contact ‘credit’. The transactional email add-on solves for both, correct.
I think the marketing contact billing feature is named very misleadingly and it’s better to think of it as a contact eligible to receive automated emails – which is of course not as concise and catchy.
In any case, you’re not missing anything (unfortunately).
Best regards!
You’re right, support emails should be separate from marketing ones. Most ticketing systems allow you to configure workflows to send emails for ticket updates, even if the contact isn’t a “Marketing Contact.” Check your workflow or support system settings to ensure these emails are being sent regardless of marketing status.