Set Ticket pipeline status based on outgoing email (to specific teams/using label association)

[JBittencourt]

Hello, I'm looking for guidance on a workflow that involves automating the manual change of ticket pipeline status.

We have a service help desk where we rely on other teams to provide answers for the support being asked. For instance, we might need to wait for "Sales" or "Engineering" to respond so we can provide the answer to our customer.
We have specific ticket pipeline statuses for them: Waiting on Sales, Waiting on Engineering, Waiting on Customer.
My question is, can I send a reply via email using HubSpot and have it automatically move to the correct pipeline status based on the recipient? My contacts associated with my tickets have specific association labels such as Sales, Customer, and Engineering to help identify the right status.
Thank you!

[PamCotton]

Hey @JBittencourt, thank you for posting in our Community.

You can automate the change of ticket pipeline status based on the email recipient using HubSpot workflows.

First, ensure you have custom properties for association labels (e.g., Sales, Customer, Engineering). Then, create a ticket-based workflow and set the trigger based on email activity. Specify the recipient's role using the association labels, and add actions to update the ticket status accordingly.

Test the workflow to ensure it works as expected, then activate it. This will automate the ticket status updates based on your outgoing emails, streamlining your support process.

To our top experts @franksteiner79 and @Josh do you have any recommendations for @JBittencourt matter?

Thank you,

Pam

[JBittencourt]

Hi @PamCotton, thanks for replying back.

While your recommendation makes sense and is indeed the steps I should follow, I will say that I tried that, and something is not adding up. I just reached out to HubSpot support as well, and they confirmed that the trigger based on email activity is hidden or unavailable to be selected.

While it exists, the only way was to clone the default automation provided by HubSpot in Ticket settings and be able to use it.

While it's simple, it also seems to be missing the function to find the contact association label. I'm waiting for support to see what their recommendation on this flow is.

Thanks,

Joao Bittencourt