Workflow re-enroll with reply on e-mail

Service Hub Tips, Tricks & Best Practices
1

Hi,

I’m struggling to get a workflow working properly.

Our customer service team works with different ticket types and multiple e-mails in 1 ticket.

When an e-mail comes in, the ticket is automatically created in status new.

Once we’ve started handling the ticket, we move it to a status ‘waiting on another internal team’ or ‘waiting on customer’, etc.

Once the other party replies on the e-mail, the tickets automatically goes back to the status ‘Customer service turn’.

It happens often the e-mails go back and forth a few times, but it only goes back the first time.

How do I change the workflow, so the re-enroll trigger works on all the following e-mails as well?

2

Hi @KBrouwer,

There are default workflows for this accessible in ticket automation, which I’d recommend here: Set up pipeline automations for objects

They do, strangely, reference ticket properties in their enrollment criteria which are otherwise not accessible in workflows one creates from scratch.

Best regards

3

Very strange indeed, but it works. Thank you!