I 100% would love to be able to have sequence emails and tasks (which are sent/created from contacts not tickets), automatically associated to the existing ticket instead of manually associating everything to the ticket.
Currently, every time a step in a sequence is actioned (email is sent or a task is created), I have to manually associate those emails and tasks sent/created by a sequence to the existing ticket.
Would be great to associate all activities that occur within the period a ticket is active to a contact, and all sequence activities that occur while a ticket is open associated with that ticket.
Part of me understands why sequences and tasks created on the contact record don't auto-associate because maybe sales is doing something that the service team doesn't need to see, but I DON'T understand why if you send the sequence on the ticket itself it doesn't auto-associate with the ticket. You have to go back to the contact record and manually associate it. If you're sending a one off email from the ticket it auto-associates and there aren't any additional steps so I wish it was that way with sequences too.
We are really trying to make Hubspot our tool for all customer-facing teams (including Customer Support). Customer Support wants to be able to use sequences to continue reaching out for response from the ticket contacts, but none of that logs on the ticket. We're using a weird system of having them send a template, which logs, then create a task.
We also would love this, we have the same use case as samtone93. Our customer support team is using sequences to follow up with customers on unanswered tickets, and the emails aren't logged in the right place.
You know an idea is needed when you see that you replied to this thread 3 years ago when you were at a different company and the idea still doesn't exist. I just had to individually manually enroll 85 contacts into a sequence because I needed to manually associate the emails sent with the ticket we created. It took me a good chunk of my day yesterday.
The kicker? I sent the sequenced emails from the ticket record and they still don't automatically associate to the ticket! That seems so silly to me. Sequences are needed by support and service teams - we need to make these features go hand in hand.
Our Use Case: We had to send out legal notices to our customers - they have a set amount of time to resolve the issue, but it's possible they won't respond. We are trying to streamline this process for our service reps managing this (since they are already maxxed out) and create the tickets for the affected contacts, bulk enroll the tickets in a workflow to send the associated contact (each ticket only has one associated contact so this should have been easy) a sequenced email that gets associated to the ticket so that responses automatically move a ticket into a status our team needs to manage. Workflows can send contacts sequences but they don't get associated to tickets which is useless for us to be able to manage the volume in a streamlined manner.
Two propsed solutions:
If I send a sequence from a ticket, it should associate to the contact I selected to send the email to, the company, and the ticket I'm on automatically. If it can't be automatic, give us the option/flexibility to set the associations as we send the sequence like we can when we send a one off email with HS.
Allow me to set activity associations with workflows and allow ticket-based workflows to enroll in sequences. If I could do a ticket based workflow that selects an associated contact to enroll in the sequence and then associates my sequenced email to the ticket, that would be great! Or, if I could set filter criteria from a contact-based workflow that says associate this email to tickets that have names including this or that or tickets with this association label, that would solve this.
Please make this happen HubSpot! Other service platforms have ways to send automated 1:1 outreach to their customers using tickets - we need to catch up!
Upvoted this idea back in 2021 when I worked at a completely different company and I'm back again to say this is still very much needed! Please review HubSpot Product Team! If an activity (email or sequence for example) is triggered from a specific record (ie the ticket), it should automatically live on that record AND the associated contact, not just the contact. This would be so much more powerful for support/service team members. The whole point of sending it from the ticket record is that is where the team is working and needs to see replies. Workflows could get triggered to change ticket statuses when replies to emails happen on the ticket and we wouldn't have to do crazy workarounds to make that happen - this would be a game changer.
