An autoresponder on the conversations inbox would be really helpful.
Our customers use an email address to report issues. When an email comes in, our support team manually creates a ticket and that triggers an email to the customer to say we've received it. We've chosen not to use the ticket auto creation feature from conversations because we were finding that when customers replied about a ticket, it created a new one. (Meaning multiple tickets for the same issue).
However, this means that out of hours, the customer doesn't get any response when they email us, because a ticket doesn't get created.
An autoresponder on the conversations mailbox would be really helpful to acknowledge the enquiry.
We can't use the mailbox itself (Gmail) as this only sends autoresponses to an individual every 4 days, not to every message.
If we can make it so that we are able to set our out of office hours and send out automated responses accordingly, just like Meta allows, this would be extremely useful.
Almost every time I email a company, I get an immediate response to the tune of "We've received your email, our office hours are 9-5, and someone will respond to your email during the next business day."
The fact that Hubspot lacks this feature is very surprising to me, considering everything else it does.
@hubspot please implement this seemingly basic feature as soon as possible. This makes us as Hubspot users look silly when people send us emails over the weekend and don't get a response until Monday, because no one works on the weekends.
There is an easy way to do this that I have implemented for our support inbox. Build a workflow from scratch. The workflow is:
- trigger: ticket status is "new"
- send email "auto reply" (or whatever you want to name it)
Pretty simple. Then in the settings & notifications section you specify whether you want these actions to execute at all times or just during specific days & times.
@RPovolo the ticket status is just the stage, and so the workflow just says the trigger is "ticket status is 'new' (support pipeline)". The support pipeline is already the pipeline we use for the tickets that come into the conversations inbox.
Our clients still need this functionality as well. It's crazy how long this idea has been in "Idea Submitted" without any traction with the product team.
You can create workflow. Use conversation enrollment trigger and enroll all open / closed convos filtered by inbox channel. Use automated email as an action.
I thought an auto reply to announce the customers that we have received the request and also to be able to send information at the same time, was a default feature in all Helpdesk systems! I've been working with Helpdesk system since 1997 and all of them has it as default.
This is a MUST not a NICE TO HAVE.
The Service Professional fee is to expensive for not having this feature!
I'm sorry for my honesty and way of writing, but this is not what I signed up for.
I'm not sure if this has been mentioned already but there is an update in Beta that may be of interest to you all re this issue - "User Out of Office for Inbox and Help desk". To learn more click your company name in the top right of HubSpot and then click 'Product Updates' and search for it there. The other solution as others have mentioned is a workflow.
Workflows can be setup very quickly and are an essential tool if you're an admin. You don't have to be technical to use or make them. There are lessons and courses on HubSpot Academy to help you get to grips with them. Workflows are usually my go to solution when something in HubSpot doesn't work the way I need it to.
How has this not been done yet? Every industry has this, a quick response for acknowledgement, as well as customisable content to allow the sender to check common knowledgebase articles. No brainer.
I will say though, as it hasn't been developed yet - can you please inlcude a "Ticket has been resolved" button for the clients to automatically close the ticket.
