We’ve recently started using HubSpot Service Hub and have found it frustrating that when a customer replies to an email that we forwarded them from a ticket, this reply doesn’t trigger automation to change the ticket status back to ‘Waiting on us’.
The workaround is to create a new email to that other email but we really shouldn’t have to.
An example use-case is where a customer complains to us about an experience with a supplier, we then forward this complaint to the supplier to come up with a resolution but when the supplier replies to us, the ticket status doesn’t automatically update.
After discussion with HubSpot Support, it seems that the “hs_last_email_activty” property needs to be triggered with forwarded emails and this will work correctly.