# Replies to forwarded emails trigger ticket status update

**URL:** <https://community.hubspot.com/t/replies-to-forwarded-emails-trigger-ticket-status-update/28323>\
**Category:** HubSpot Ideas\
**Tags:** conversations-inbox\
**Created:** [November 22, 2020, 9:48pm UTC](https://community.hubspot.com/t/replies-to-forwarded-emails-trigger-ticket-status-update/28323 "2020-11-22T21:48:15Z")\
**Posts on this page:** 4\
**Page:** 1

<div class="post-metadata">

**Author:** ![juicebox](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/juicebox/32/88643_2.png) [@juicebox](https://community.hubspot.com/u/juicebox)\
**Post date:** [November 22, 2020, 9:48pm UTC](https://community.hubspot.com/t/replies-to-forwarded-emails-trigger-ticket-status-update/28323/1 "2020-11-22T21:48:15Z")

</div>

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.

---

<div class="post-metadata">

**Author:** ![MankaB](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@MankaB](https://community.hubspot.com/u/MankaB)\
**Post date:** [October 2, 2023, 4:39pm UTC](https://community.hubspot.com/t/replies-to-forwarded-emails-trigger-ticket-status-update/28323/2 "2023-10-02T16:39:56Z")

</div>

+1 on the behalf of a customer!

---

<div class="post-metadata">

**Author:** ![minna\_pre](https://avatars.discourse-cdn.com/v4/letter/m/da6949/32.png) [@minna\_pre](https://community.hubspot.com/u/minna_pre)\
**Post date:** [March 1, 2025, 8:27pm UTC](https://community.hubspot.com/t/replies-to-forwarded-emails-trigger-ticket-status-update/28323/3 "2025-03-01T20:27:49Z")

</div>

I agree

---

<div class="post-metadata">

**Author:** ![jzubov](https://avatars.discourse-cdn.com/v4/letter/j/c6cbf5/32.png) [@jzubov](https://community.hubspot.com/u/jzubov)\
**Post date:** [December 14, 2025, 9:38pm UTC](https://community.hubspot.com/t/replies-to-forwarded-emails-trigger-ticket-status-update/28323/4 "2025-12-14T21:38:35Z")

</div>

This makes so much sense, I’m not sure why someone wouldn’t want the status to change for a forwarded conversation!