Automated Follow Ups for Tickets

[KFrost6]

Hi,

We are in the process of migrating to Hubspot. One of our existing workflows is:
1) Once we have responded to a customer, we will wait 24 hours before sending them a follow up, asking if anything is outstanding and letting them know that if we haven't heard back from them, we will close the ticket.
2) 24 hours after that (48 hours since their last response), we will close the ticket.

It appears that using workflows, we can automate the ticket closure part fairly easy. However, there doesn't appear to be an option to send that follow up mail in a format that Hubspot wouldn't recognise as a marketing mail (despite this being one to one communication). Our partner suggested enrolling the contact in a sequence based on a workflow, but that option doesn't appear for a ticket-based workflow and I'm not sure how to create this for a contact based workflow.

My user has both a connected personal inbox and holds a Sales Hub Enterprise lisence and a Service Hub Professional licence.

[danmoyle · Accepted solution]

@KFrost6 would a CES survey work for this? It might take a little rethinking on your current process, and might include closing the ticket to trigger the survey, but I've found the HubSpot Service Hub surveys to be a powerful tool.

Another option would be to have a custom property your users could check (like "support ticket response logged" which then triggers a workflow with a "delay until event happens" that sends a task to the record owner to follow up if no email comes back. 

I like the CES survey better, FWIW.

[DianaGomez]

Hi @KFrost6.

Thank you for reaching out to the Community! I wanted to tag in a couple of subject matter experts to see if they have any input on this matter:

hi @danmoyle,@crispyGTM, @JBeatty do you have any advice for @KFrost6 ? Thank you!

Cheers
Diana, Community Team

[KFrost6]

What I ended up doing was creating a workflow that set a propety on a contact (ticket overdue - 24 hours) when the ticket was 1 day old.

I had another contact based workflow that triggered, when that property (ticket overdue - 24 hours) was flagged yes. This workflow enrolled the contact in a sequence. 

It's a workable solution, but clunky and may break when their are multiple tickets. Time will tell.

If anyone has a better solution, I'm open to it!

[Zeke87]

Has this worked well for you up until now? Any bugs that youve noticed have occurred ?