Currently, ticket-based workflows do not include actions to create or edit a Help Desk conversation or to post a new message into an existing conversation thread. There is also no native action to inject a ticket property (such as Description) into a new Help Desk message.
I engaged HubSpot support after working with the AI assistant that provided some automation suggestions like creating a task or separate property that is for "Initial conversation needed" and that is to prompt the agent to copy the ticket description into a fresh conversation.... eh...
Since conversations are the main piece of Help Desk, when a ticket is manually submitted by our sales team (handoffs for implementation, sales orders needing fulfilled, etc.), our agents have to copy the ticket description manually (if that happens), to start the conversation on the ticket. It would be nice if this was automated, even if the customer agent does it since I understand it needs to be a person. And then our team can jump right into there and handle the ticket accordingly. We do not do any kind of round-robin assignments and tickets submitted are free-for-the-pickin' by our team.
We also have a potential use-case where we want to inject alerts from monitoring tools into our HubSpot and have it create tickets automatically with parameters based on properties and doing lookups against the customer to have them automatically create tickets.
We also need to start a conversation from a ticket, based on a workflow. Our use case is as follows:
From ERP, a contact is created based on the information we have about the customer. Then the ticket is created that holds the case details (unfortunately this takes some time as there are separate APIs that have to run asynchronously). Some of the tickets are created with a property, which we want to pick up and start a conversation with the customer. Typically this can be a delay in delivery time. Unfortunately, it is not possible to start a conversation from a workflow, so we have to send emails to the customer manually. It would save us a huge amount of work if this could have been automated.
The content of the email must be able to be located in one place where it is possible to maintain it easily, and be able to have variables from the property fields in the ticket as part of the text.
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