Reopen Ticket Based on Email Subject

Service Hub Tips, Tricks & Best Practices
1

Hello,

We only want Closed or Archived tickets to open if an email arrives with the same Subject Line as the initial Ticket. Right now, if the same person (from a past ticket) emails, the old Ticket is reopened and the new email is associated with it.

I’ve created a workflow to dictate what criteria must apply before re-opening a Ticket, but the available Trigger options don’t seem to have an option that fits. I’m not sure how or if it can be done. Does anyone know?

2

Hi @KariAlder,

Thank you for contacting the Community!

Allow me to consult a few HubSpot experts for some insights: Hello @Gilempert, @Lucila-Andimol, @JuanGomez0818, @LautaroDelPlato! Would you kindly share any recommendations for @KariAlder?

We deeply value your contributions!

Thanks,

Diana