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.
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