Tickets & Conversations


Associate a reply to automated email with ticket

Hello everyone,


I'd like to find out whether this is possible and if so, how do I achieve this.


We have a Form set up, which when submitted, creates a ticket and sends an automated email response to client via Workflow.


Is it possible to capture and associate response to the automated email with the original ticket that was created?



1. Form submission

2. Ticket #123 created

3. Automated email: Thank you for XYZ, are you interested in hearing more? reply "ABC"
4. client replies "ABC"
5. reply "ABC" gets associated to ticket #123


Thank you in advance

4 Replies 4

Associate a reply to automated email with ticket

Marketers can set the conditions that trigger automated emails. After that, every time a subscriber meets the trigger, he receives the prescribed email. Automated emails shine when new customers are added. For example, instead of sending a single email to a new customer, marketers can send a wide range of emails to effectively guide customers when they interact with a brand.

Email marketing services allow you to send emails based on subscribers' actions, based on events such as an abandoned cart, account registration, purchase, or other personalized events.

Guide | Elite Partner
Guide | Elite Partner

Associate a reply to automated email with ticket

Hi @mgavenda 


It sounds like steps 1 - 3 are already happening. You have a form, which creates a ticket and sends an email.

Looking at the fact that you are sending out the marketing email from Hubspot you set the reply email to an integrated inbox, and the response will be logged to the contact record and the associated records as well. 

All you need to do is set the reply email address to be an email address that is in a connected conversations inbox and not a personal email address. 


Alternatively you are able to get the person who receives the response to log their response email to the client and associate that to the ticket, this depends on whether you need these emails to go to one inbox or to individuals.


Did my post help answer your query? Help the Community by marking it as a solution

Kind regards,
Nicole Sengers
Recognized Expert | Partner
Recognized Expert | Partner

Associate a reply to automated email with ticket

Hi @mgavenda , I agree with @NicoleSengers that if you set the reply email address to your connected inbox, the replies will be automatically logged. As far as associating the reply to the ticket automatically, that also depends whether the original email is associated to the ticket.


maka Agency
Community Manager
Community Manager

Associate a reply to automated email with ticket

Hi @mgavenda 


Thank you for reaching out.


I want to tag some of our experts here - @coldrickjack @LMeert @louischausse do you have any thoughts for @mgavenda on this? 


Thank you!



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