HubSpot Ideas

snedyavila

Automatically reopen closed tickets when they receive a reply from the customer

*Submitting on behalf of customer*

 

Tickets are a great way of managing customer support/services. However, it would be helpful to allow for the automatic reopening of closed tickets that receive a reply from the customer.

 

Currently when a ticket is closed and the customer replies, it remains closed. This can lead to missed replies when focusing on open tickets.

27 Replies
cketelaar
Member

To me this makes sense. when a customer responds, this automatically means he/she has additional information. So the ticket should re-open.

 

Now, as a Service Hub power user, I want to be able to configure this re-open action for our agents. What should happen with a customers' response to an already closed ticket;

- create a new ticket (possibly associated to the former ticket)

- re-open the closed ticket and set it to stage NEW (so it can be assigned like a new ticket)

- re-open the closed ticket and set it to stage "first line support" so the previously assigned support agent can pick up from where he left off.

- re-open the closed ticket and set it to stage "level 2 support" so our technician can pick up from where he left off.

-etc.

 

thinkinh about these options, I would like it to be configurable. so as the service hub manager I can set the stage a closed ticket should re-open to when receiving a customers' response. (or create a new ticket entirely)

Kam416
Member

Just adding my voice here.  Freshdesk has this in the free version, as it appears a lot of others do.  

 

Very disappointed that Hubspot wouldn't put this as an option in the free version.   Clients that start in free often upgrade over time as they grow, but if they don't want to start in your free version, you lose them and they scale in your competitor systems.

Kierstin
Contributor | Diamond Partner

Love this idea! I was just looking into how this works for one of our customers. We need this ability or we have to wait to make sure there's no push-back before closing. 

Salubritas
Member

Looks like this was added to Service Hub Starter on April 22, 2020 (but only if purchased after March 3rd!)

 

https://www.hubspot.com/product-updates/product-update-blog-ticket-automation-for-service-hub-starte...

sbk_100
Participant

I completely agree with @cketelaar - I find it very hard to believe that the only way to manage replies to a closed ticket is by turning on ONE rule that would define how to manage ANY customer reply.

 

i.e. if I am engaging with a customer on a ticket, the ticket should remain open (example, Waiting on Us vs. Waiting on Them) but if a ticket is Closed and a customer replies to it, then I'd like for that reply to be moved into NEW status as well as clear Ticket Owner field.

 

I'm going back & forth with the HS Team for over a week trying to figure this out. Why is something so obvious so difficult to accomplish?

 


@cketelaar @ wrote:

To me this makes sense. when a customer responds, this automatically means he/she has additional information. So the ticket should re-open.

 

Now, as a Service Hub power user, I want to be able to configure this re-open action for our agents. What should happen with a customers' response to an already closed ticket;

- create a new ticket (possibly associated to the former ticket)

- re-open the closed ticket and set it to stage NEW (so it can be assigned like a new ticket)

- re-open the closed ticket and set it to stage "first line support" so the previously assigned support agent can pick up from where he left off.

- re-open the closed ticket and set it to stage "level 2 support" so our technician can pick up from where he left off.

-etc.

 

thinkinh about these options, I would like it to be configurable. so as the service hub manager I can set the stage a closed ticket should re-open to when receiving a customers' response. (or create a new ticket entirely)


 

dave-kimble
Participant

This is a really basic request and should be included in basic and starter.

ARich
Participant

This is NOT delivered in all instances. If the email in question just happens to be a forwarded email it becomes a second class email that isn't treated the same. No automation for you! The email was forwarded HubSpot doesn't update the associated contacts and it doesn't reopen the ticket. How dare you deal with forwarded emails and expect the same functionality.