Hi!
I ran into the issue and I’d sincerely appreciate any help with the solution.
The issue:
We create a ticket automatically when the email is received at our support@ address. Once the ticket is created, it is assigned the status “New” and the automation email is sent to the customer notifying them that the ticket was received and we are on it.
However, the automation email is sent only to the email address that the ticket was received from and not to the other email addresses specified in “To:” or “CC:” fields. Therefore, not all involved people receive the automation emails and this leads to miscommunication and issues with our support process.
This is true for other automation emails that are sent out at other stages of the ticket life (updates, requests for responses, reminders, etc).
Can this be corrected so that the automation emails are sent to all emails from the email and not only to the original sender?
Thank you very much!
@AllaAustin that doesn’t look like a setting or an option to automate.
When the ticket is created our team makes sure all the Contacts are correctly associated with the tickets before any type of reply.
Thank you @MrJustinGivens for your response!
The purpose of automation, especially for the new ticket, is to let customers know that we received their request as soon as possible without the need for our support team to react (let’s say the ticket is received during the off hours). If we need manually enter whom the automation is sent to that defeats the automation purpose..
Since the main sender is automatically associated with the ticket, do you know if it is possible for HubSpot to automatically associate with the ticket all contacts from “To:” and “CC:” of the emails?
Just to clarify, I am talking about the situation when let’s say person A sends an email to support and person B, and CCs person C. Hubspot receives this email via the Support channel (Support pipeline) and assigns “New” to the Ticket Status. For ticket status “New” the automatic response workflow is triggered. The workflow sends the email “We received your request” only to person A and not to persons B and C even though they are in the originally received email.
Thanks again!
As far as I can see in the data within HubSpot tickets, it doesn’t parse the TO and CC address fields to be able to use in automation. I also checked the API to see if there was anything where but didn’t find anything.
There is this idea that is close to what you are asking but not exactly.
At the moment there’s no way to solve this. I would recommend submitting an idea and posting it back here so other community members to upvote it.