# Trigger a Workflow when a ticket receives a new e-mail **URL:** \ **Category:** Tickets & Conversations\ **Tags:** help-desk, workflows, conversations-inbox\ **Created:** [July 21, 2023, 9:03pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890 "2023-07-21T21:03:02Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![MRodrigues8](https://avatars.discourse-cdn.com/v4/letter/m/4af34b/32.png) [@MRodrigues8](https://community.hubspot.com/u/MRodrigues8)\ **Post date:** [July 21, 2023, 9:03pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/1 "2023-07-21T21:03:02Z")
Is it possible to trigger a Workflow when a Ticket receives a New e-mail from an client? (When A new activity, which type = “Incoming E-mail” -Which is a conversation- is associated to that ticket) If so , how should i proceed? ---
**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\ **Post date:** [July 22, 2023, 5:07am UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/2 "2023-07-22T05:07:56Z")
Hi @MRodrigues8, This can most easily be achieved by enabling a pre-made workflow in the ticket automation setting, see here: [Set up and manage object pipelines](https://knowledge.hubspot.com/tickets/customize-ticket-pipelines-and-statuses#automate-ticket-status-and-actions-service-hub-starter-professional-and-enterprise-only) Hope this helps! ---
**Author:** ![MRodrigues8](https://avatars.discourse-cdn.com/v4/letter/m/4af34b/32.png) [@MRodrigues8](https://community.hubspot.com/u/MRodrigues8)\ **Post date:** [July 23, 2023, 9:24pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/3 "2023-07-23T21:24:43Z")
Thanks - But I actually don’t want to change a Ticket status after receive an e-mail - I want to create a workflow that every time my customer replies an e-mail it sends a notification to the ticket owner Is it possible? ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [July 25, 2023, 1:45pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/4 "2023-07-25T13:45:36Z")
Hi @MRodrigues8, Thank you for the additional information! @karstenkoehler thank you for your help 🙂 I understand that you want to put in place a workflow so that when a reply to an email is sent, the ticket owner gets notified, right? For this, I’d 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. Would that help? **Also, if anybody else has anything to add and/or share, please feel free to join in the conversation** 🙂 Thanks and have a nice day! Best, Bérangère ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [November 6, 2023, 5:22pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/5 "2023-11-06T17:22:11Z")
Hi! I’m henry. Yes, you can trigger a workflow when a new email is associated with a ticket. Set up an automation rule in your ticketing system to respond to incoming emails by defining the desired workflow actions. ---
**Author:** ![MBlazejczyk](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mblazejczyk/32/68533_2.png) [@MBlazejczyk](https://community.hubspot.com/u/MBlazejczyk)\ **Post date:** [March 5, 2024, 5:14pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/6 "2024-03-05T17:14:35Z")
Hi all, I am struggling trying to buid the same workflow as described by MRodrigues8. I am trying to do it “using a ticket based workflow with the ticket property ‘Last customer reply date’” as mentioned above. The problem is the following: 1. I try to configure an enrollment trigger 2. I pick “When an event occurs” and then CRM \> “Property value changed” 3. I pick “Last customer reply date” from the list of properties; so far, so good 4. And this is where I get stuck because HubSpot doesn’t have a simple “when property changed” condition; for my “Last customer reply date”, I have to pick something like “is equal to”, “is before”, “is between”, “is more than”, “is known”; all this is useless for what I am trying to do What I am planning to do is take the workflow that HubSpot created automatically for changing the status of a ticket when a new email comes from the customer, clone that workflow, and start from there. This default workflow uses a set of triggers that I am unable to find anywhere in HubSpot: “Last email activity is any of Email received from contact” and “Last email date was updated after Ticket status”… ---
**Author:** ![MBlazejczyk](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mblazejczyk/32/68533_2.png) [@MBlazejczyk](https://community.hubspot.com/u/MBlazejczyk)\ **Post date:** [March 6, 2024, 6:39pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/7 "2024-03-06T18:39:39Z")
I’ve spent several hours trying to make it work and I am unable to. If any HubSpot experts are reading this, here’s my question: what enrollment conditions should be used to enroll (and re-enroll) a ticket into a workflow _ **every time** a customer sends an email_. Triggers in the workflows created by HubSpot with names like “Automatically change ticket status when a customer replies to an email” do not work this way in cases when the contact sends a few emails in a row. ---
**Author:** ![MRodrigues8](https://avatars.discourse-cdn.com/v4/letter/m/4af34b/32.png) [@MRodrigues8](https://community.hubspot.com/u/MRodrigues8)\ **Post date:** [July 24, 2023, 2:58pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/8 "2023-07-24T14:58:57Z")
**Define Enrollment Criteria:** In this step I have two options: - When an Event occurs (CRM - Object Created, CRM - Property Value Changed, Website - Custom Behavirol event occurs, Workflows - Enrolled in a Workflow, Workflows - Unerolled from a Workflow - When a Filter criteria is met Could not find this option: **When ticket properties are updated 😦** Tried to structure something using “When a Filter criteria is met” using this filters: “ **Last E-mail Acitivity** ” is any of E-mail “ **Pipeline** ” is any of “My Pipe” " **Last E-mail date"** was updated after **Pipeline** Although i acitivated “Re-enrollment” - It just Worked for the First E-mail received after the ticket was moved to “My Pipe”, it did not worked for others news E-mails, what is very important for me - My guess this is because the Ticket was “already” enrolled to the Workflow Any Tips? ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [November 6, 2023, 5:25pm UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/9 "2023-11-06T17:25:19Z")
Hi! I’m henry. For ongoing email updates, consider setting up a “Property Value Changed” event in the workflow to trigger when “Last E-mail date” is updated. Ensure re-enrollment rules are configured to capture subsequent email updates, not just the initial enrollment. ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [November 9, 2023, 11:26am UTC](https://community.hubspot.com/t/trigger-a-workflow-when-a-ticket-receives-a-new-e-mail/85890/10 "2023-11-09T11:26:55Z")
Hi @Anonymous, I hope that you are well. Thanks for posting in the Community! I understand that @MRodrigues8 would like to create a workflow so that every time a contact replies to an e-mail it sends a notification to the ticket owner. Could you please give more details so that @MRodrigues8 could set up the workflow as you recommend? Thanks a lot for your help and have a fabulous day! Best, Bérangère