# Workflow re-enroll with reply on e-mail

**URL:** <https://community.hubspot.com/t/workflow-re-enroll-with-reply-on-e-mail/137404>\
**Category:** Tips, Tricks & Best Practices\
**Tags:** workflows\
**Created:** [August 4, 2025, 1:46pm UTC](https://community.hubspot.com/t/workflow-re-enroll-with-reply-on-e-mail/137404 "2025-08-04T13:46:11Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![KBrouwer](https://avatars.discourse-cdn.com/v4/letter/k/87869e/32.png) [@KBrouwer](https://community.hubspot.com/u/KBrouwer)\
**Post date:** [August 4, 2025, 1:46pm UTC](https://community.hubspot.com/t/workflow-re-enroll-with-reply-on-e-mail/137404/1 "2025-08-04T13:46:11Z")

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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?

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**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:** [August 4, 2025, 1:48pm UTC](https://community.hubspot.com/t/workflow-re-enroll-with-reply-on-e-mail/137404/2 "2025-08-04T13:48:11Z")

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Hi @KBrouwer,

There are default workflows for this accessible in ticket automation, which I’d recommend here: [Set up pipeline automations for objects](https://knowledge.hubspot.com/object-settings/automate-ticket-pipelines)

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

Best regards

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<div class="post-metadata">

**Author:** ![KBrouwer](https://avatars.discourse-cdn.com/v4/letter/k/87869e/32.png) [@KBrouwer](https://community.hubspot.com/u/KBrouwer)\
**Post date:** [August 19, 2025, 6:57am UTC](https://community.hubspot.com/t/workflow-re-enroll-with-reply-on-e-mail/137404/3 "2025-08-19T06:57:23Z")

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Very strange indeed, but it works. Thank you!