# Ticket owner notification - include last customer reply

**URL:** <https://community.hubspot.com/t/ticket-owner-notification-include-last-customer-reply/96749>\
**Category:** Tickets & Conversations\
**Tags:** help-desk, workflows\
**Created:** [December 27, 2023, 12:23am UTC](https://community.hubspot.com/t/ticket-owner-notification-include-last-customer-reply/96749 "2023-12-27T00:23:14Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![Joelk](https://avatars.discourse-cdn.com/v4/letter/j/edb3f5/32.png) [@Joelk](https://community.hubspot.com/u/Joelk)\
**Post date:** [December 27, 2023, 12:23am UTC](https://community.hubspot.com/t/ticket-owner-notification-include-last-customer-reply/96749/1 "2023-12-27T00:23:14Z")

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Hi,

When a customer responds to a ticket, I want the ticket owner to get an email notification with the customer’s reply. This way, they can easily view the response without having to open HubSpot.

I consider this a fundamental feature for a ticketing system. I’ve searched through workflows but only found the “last customer reply date.” I’m hoping for the actual reply or even the entire email chain.

Am i overlooking something, or does HubSpot simply not offer this basic option?

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**Author:** ![kvlschaefer](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kvlschaefer/32/71076_2.png) [@kvlschaefer](https://community.hubspot.com/u/kvlschaefer)\
**Post date:** [December 27, 2023, 8:41am UTC](https://community.hubspot.com/t/ticket-owner-notification-include-last-customer-reply/96749/2 "2023-12-27T08:41:45Z")

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Hi @Joelk,

Thanks for reaching out to the Community, and for sharing your product feedback! I agree that it would be helpful to have a notification with the customer’s reply to a ticket.  
We currently recommend using a ticket-based workflow with the ticket property “Last customer reply date”. Then you can add an action to [send an internal notification](https://knowledge.hubspot.com/workflows/choose-your-workflow-actions#send-an-internal-email-notification) to the ticket owner.  
I would encourage you to upvote this [related idea](https://community.hubspot.com/t5/HubSpot-Ideas/Notification-Emails-When-Ticket-Response-Comes-In/idi-p/206429) and add your feedback to the idea thread. Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. Thank you!

Best,

Kristen

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**Author:** ![JMeldrum](https://avatars.discourse-cdn.com/v4/letter/j/8baadc/32.png) [@JMeldrum](https://community.hubspot.com/u/JMeldrum)\
**Post date:** [April 29, 2024, 5:51am UTC](https://community.hubspot.com/t/ticket-owner-notification-include-last-customer-reply/96749/3 "2024-04-29T05:51:18Z")

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Hi Joek - Just wondering if you found a work around for this one? I am in the same boat.

Thanks,

Jess