Ability to send ticket digest to contact

[KBillings]

Is there a way to send a communication to a contact that includes all their open tickets and their pipeline status? Like a daily digest we could automate to send for any open tickets?

[karstenkoehler · Accepted solution]

Hi @KBillings,

Here's how I would approach this (requiring Operations Hub Professional / Enterprise).

1. Create a multi-line text or rich text on the contact object "Current open tickets and pipeline statuses"
2. Create a ticket based workflow that enrolls open tickets on a schedule (daily)
3. The first and only action in that workflow is 'Edit record' on all associated contacts and set the value of the property from the first step to its current value, followed by a line break, followed by personalization tokens for the enrolled tickets name and pipeline status (apply formatting as you like)
4. Create a contact-based workflow that runs on a daily schedule, sends the digest email (which has a personalization token for the property step 1), then clears the property again

This should, daily, populate the property from step 1 with one line per ticket – which you can then use in an email and clear again before the next day.

Best regards