Hello Hubspoters,
I want need advice about automating emails in workflow.
So I need to make two automations:
1) Ticket is on status Waiting on customer → after 72hrs it sends them reminder email → after another 72 hrs it puts the ticket on state closed.
2) Ticket is on status Waiting on Us → after 72hrs owner of the ticket gets an internal remidner email with manager in CC → after another 72hrs owner of the ticket gets another reminder with manager and CEO in CC.
Which one will be better in practice and/or how to improve it?
Kind regards,
Nikola Kirekchiev
Hi @Kirekchiev,
Thanks for sharing so much detail!
Regarding your first workflow: It looks like this workflow contains both the ‘request received’ and ‘your ticket is about to be closed due to inactivity’ email. However, I wouldn’t set it up like that.
The first email (if it is purely a ‘request received’ email) should be sent immediately, regardless of the Last activity date, that you’re checking in the branch before.
The second email should be handled by another workflow. Here you don’t even have to check for the Last activity date. You can enroll tickets that are in ‘Waiting on customer’ and then delay for 3 days. If they don’t change the deal ticket, they would receive the ‘your ticket is about to be closed due to inactivity’. If their ticket status changes in those 3 days, you can remove them via Settings > Unenrollment and suppression. Make sure to re-enroll tickets when Ticket status ‘Waiting on customer’ so that this 3 day period is checked again and again.
Personally, I think that 3 days is too short. I don’t know the characteristics of the support you’re offering but a bank holiday + weekend alone would push a ticket into this automation. I’d lean more towards 7 days.
Regarding your second workflow: If you’re making use of Settings > Unenrollment and suppression to unenroll tickets when they change the Ticket status, then this would be fine.
In my opinion, I think it’s a pretty aggressive level of escalation when a ticket is unanswered. Again, I don’t know what types of requests you’re handling and how time-sensitive they usually are but there are other tools to track could be leveraged here, e.g. reports and SLA features.
Hope this helps!
