1. This feature is for the role that monitors tickets on the pipeline.
2. To see the progress of the ticket easier.
3. This functionality will help us identify if the email was sent to the contact, if contact responded to the email or if they viewed the email.
(email = marketing email)
4. We have a workflow to send mass emails to external users and it creates a ticket per email. When we open the ticket, marketing email is not showing on the ticket itself, it only appears on the associated contact record. If we can have a functionality to associate marketing emails to tickets that would be amazing. 🙂
YES we need this so bad. We have automations based on tickets and emails that go out, and no easy way to look at a ticket and see if something sent. HUBSPOT NEEDS TO DO THIS
Yes, this is so needed. The only way we can check that a an email was sent is to go to the contact even through the enrollment trigger is based on a ticket. Make it make sense.
This is essential especially for service hub, if we are sending auto follow-ups for tickets we need to be able to see on the ticket that the email was sent without having to turn on the filter for workflows.
Also, if it could send the email from an existing thread this would be extremely advantageous and provide a better user experience as it would look like it is the same email thread with all the previous relevant info
Increasingly we are using ticket pipelines to set up customer onboarding processes. For example, when a sales deal is marked closed won, we create an onboarding ticket for the customer success team.
And part of any onboarding process will have automated emails that need to be sent. Currently we are limited in that we can only send those automated emails from the Marketing Email module via ticket workflows. But it all falls very short when those emails are not visible on the ticket.
In addition, the marketing email module does not allow us to select the customer communication subscription type and so we are forced to use a marketing email subscription type, even if the purpose of the automated email is for customer communication.
It would be great if Service hub had its own email module.. but in the meantime, whilst we have no choice but to use the marketing email module, then at the least we should be able to associate these emails to tickets...
This idea would definitely help us as well. As spoole above wrote, we need a way to associate the marketing emails. Our ideal usage in service hub would actually include the ticekt history in the marketing email, sot that if a customer reached out, the marketing email would include the histroy of the ticekt and advise them we are on the case, or later in a flow, advise the ticket has been closed and include all ticket history in the marketing email.
Yes we need this! We are sending an automated email when a ticket is created (only in certain situations) using a workflow, and our team isn't able to see the email when they look at the ticket -- they need to be able to easily see on the ticket if the email was sent or not.
I just got directed to this post as mine was exactly the same!
Would also be even better if we could use the template designer in the marketing emails to create emails for service tickets. That's basically the only reason I'm using the mawrketing email - much better from a design perspective.
I send transactional emails to customers to help them through onboarding and our customer team needs to be able to see when those are sent in the Ticket activity. Currently, they have to find the workflow triggered in the activity log, click the link to the Action logs and try to find the enrollment to see if an email was sent. It's a real barrier.
All of our clients that use HubSpot Service Hub send out an automated marketing email that informs their customer that a new ticket has been created. That email includes various ticket information on it. It would be very helpful if that marketing email is associated with that ticket as we have found that if their customer replies to the "new ticket email" it creates a new conversation that is not automatically associated to the correct ticket (or any ticket). We then have to manually associate the conversation to the ticket.
@PRendschmidt When you say "create a note" do you mean taking advantage of the adding a note feature in the workflow that triggers sending the marketing email related to the ticket? That is a great idea, thank you for the tip!
