Viewing email responses

Smart CRM & Sales Hub Tips, Tricks & Best Practices
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What are your best practicing for seeing your email responses in HubSpot?

We create records (tickets) in a custom object to fulfill our service department’s orders. The service department communicates with the customer and needs a way to see which of their tickets received an email response.

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Hi @KMace3,

Have you set up your custom object like the native ticket object? If so, I’d approach this by filtering for the status the ticket is in and/or a property that contains a last activity date.

The native ticket object has properties like:

  • Last activity date: the last date and time a note, call, tracked and logged sales email, meeting, LinkedIn/SMS/WhatsApp message, task, or chat was logged on the ticket record. This is set automatically by HubSpot based on the most recent date/time set for an activity. For example, if a user logs a call and indicates that it occurred the day before, the Last activity date property will show yesterday’s date.
  • Last contacted date: the last time a call, email, or meeting was logged on the ticket.
  • Last customer reply date: the date of the last customer response.

Have you set up your custom object to have similar properties?

If so, you can create filtered views for records with such a last activity to identify those records that have recent communication logged.

Best regards