Just wondering if there is a way to send an automated response on tickets received on CRM which will also show on the thread.
I've tried and tested automated responses however it doesn't show on supports' end that an automated response was sent hence it's not being tagged as "first response time" on exported data.
I wanted to be able to have an automated response on ticket which shows on the email thread on supports' end and triggers the "first response time"
thank you in advance for any input. *note, I am using hubspot starter
This feature would show a response time of close to 0. The automated email is sent almost instantaneously. The response time wouldn't carry any meaning anymore if it included the automated email. There wouldn't be anything to learn or improve from reading this metric.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
This is unfortunately not possible. The automated email is considered a marketing email, not a one-to-one email. It's not possible to automate the send of a one-to-one email in a Starter subscription.
Hypothetically, if you would set it up this way, First agent email response date would always hold the same value as Create date. In other words, if you want this information, you could simply look at the Create date.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
how about the feature that shows the time the ticket was handled from the time that it was opened until the a response was sent? basically the handle time?
This feature would show a response time of close to 0. The automated email is sent almost instantaneously. The response time wouldn't carry any meaning anymore if it included the automated email. There wouldn't be anything to learn or improve from reading this metric.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer