Include the latest customer email reply in an internal workflow notification

Service Hub Tickets & Conversations
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Hi everyone,

I’m trying to enhance our automated internal notifications for service tickets. Specifically, when a customer replies to an existing ticket, our “customer replied” workflow sends an internal email alert to our team.

What I can’t figure out is how to include the actual text of the latest email reply inside that internal notification email. I’m aware of the default personalization tokens for tickets, but none seem to pull the most recent inbound email message.

Has anyone found a way to:

  • Insert the latest email reply directly into the internal email body, or
  • Use a workaround to capture and display that most recent message content?

Any guidance or creative solutions would be appreciated.

Thanks in advance!

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Hey, @TGardner8!
Great question. Currently, there isn’t a native personalization token in standard workflows that dynamically pulls only the text of the most recent email reply.

The standard ticket tokens typically reference the first email that created the ticket.

HubSpot Ideas: Notification Emails When Ticket Response Comes In (I recommend upvoting this idea posting!)

Tagging in @ChristinaKay @ChrisoKlepke and @louischausse as our experts here, in case they have some potential workarounds in mind for this type of scenario!

Seala, Community Manager

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Thank you for your reply!