Hi all,
we would like to automate an email for our customer. Our customers often forget to book their ads, and we want to save time and avoid contacting them for every single ad.
To organize and manage the ad campaigns, we create tickets. However, at this stage, we need a solution to prevent multiple tickets belonging to one customer from generating separate emails.
For example: If a customer purchases both retargeting and banner services, we currently have two tickets. But we want the workflow to send only one email containing information about both services that were purchased.
Do you know of a solution for this situation or where I can find one?
Thank you 
Hi @MSchiller,
It’s difficult to provide an exact solution without having more context and seeing how exactly you’re creating tickets. Are tickets just for the reminder or are ticket created for every campaign, including the ones that you don’t send reminders for?
There are various ways to approach this. Generally however, if you want to stick to tickets, it’s not possible to tell an automated email to pull information from multiple records of the same type – because the workflow enrolls on record.
The only way to bypass this limitation is by using custom code. If you have an Operations Hub Professional subscription, you could work with a developer for a custom solution. The approach here would be to set up a company based workflow which uses a custom code action to pull information from all tickets, e.g. the ticket name field, compile it and make it usable for a company based email automation.
Alternatively, you could pursue a workaround where you copy information from the tickets into the company record and make it available for an automated email within a company based workflow. The exact setup depends on your requirements (how often you would send such an email, which hubs you’re working with etc). It could theoretically leverage the “Copy property value” action to copy the item description from the ticket into the company. A company based workflow would have to pick up this value and append it in another property which you would eventually use for personalization in an automated email. There would also have to be a mechanism that clears the field so that it doesn’t just keep adding but that inactive campaigns are also removed. That’s where things get a bit more complex. Doable but a bit too complex and context-dependent to lay out step by steps in a community reply.
Let me know if you have any follow-up questions!