We have many customer use cases with Service Hub where we would like to be able to send automated emails, linked to a ticket, based on some criteria.
A few examples :
- update / additional information on a ticket when moving to a certain stage in the pipeline
- sending a recap of ticket information, especially when tickets are used for managing processes (onboarding, training, etc.) rather than "basic" customer service
- reminder of an open / unsolved ticket (to the customer)
2 options are available now :
- the basic "Ticket open" and "Ticket closed" automated emails, available with Service Pro
- susbcribing an additional Marketing Pro, to be able to send additional emails. But in that case : the email may not be linked to the ticket, and the replies will not be included in the ticket. This is logic for a marketing email, but not for ticket management...
- use sequences, that can be automated only with Service Enterprise, and are a bit odd for one-off emails
It looks like an important blind spot of the Service Hub (compared to other service tools), and a set of features where Hubspot is particularly strong and could get an edge on the market (workflows and automation features).
Moreover, having to subscribe Marketing Pro is a huge ask and cost for customers that would be interested only in Service, or Sales+Service, that does not make much sense.
The solution could be to create a new "service automated" email type, available only on Service Pro and above, that would be triggered by a Ticket workflow, and whose answers would be included in the ticket.
I totally agree. One is also lead to believe that such actions are possible in the Service Hub Professional working environment, up until you have set everything up and the final step... Upgrade to Marketing Professional - which I also agree is a huge step up. No time to chat, have to go back chasing leads manually (For now!)
This functionality is definetly needed especially for clients migrating fom other platforms like Zendesk where this is standard. Use cases: ticket in pending for x days, send notice that ticket will be closed soon.
I completely agree. This is a crucial feature that should be available not just for Service Hub but also for Sales Hub. It can be challenging to convince clients that, despite purchasing Sales Hub or Service Hub, they still need to buy Marketing Hub just to send automated responses.
This is a huge miss on Service Hub functionality. Being able to send transactional customer emails for updates on ticket progress, escalations is a basic functionality component. Additionally as we are leveraging Service Hub and the Service Object to drive client onboarding for a seamless handoff from Sales to Onboarding then to Service basic comms like welcome emails, congratulations on milestones emails are what retains customers. The ability to automate communication in critical stages ensures that customers have a better experience and don't churn.
We need the ability to create and automate transactional non-marketing emails that can be triggered as a part of the service hub. HubSpot cannot realistically compete or in my mind market the hub as competitive with other service platforms if this feature isn't included. It feels like bait and switch to tell a customer that they now have to purchase Marketing Pro (which they may not want or need) simply to get the same functionality as any competing product.
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