Auto-Close Non-Responsive Tickets Automation with Emails

[DStahl]

Hi all,

We've been working through setting up an auto-close automation that emails the ticket contact to let them know that their ticket will automatically close in X days unless they respond on the thread. We were able to set these emails up by using a workflow to set the ticket contact as a Marketing Contact to enroll them in an email automation workflow, but any responses to emails sent from that automation seem to create new tickets in the inbox instead of linking to the original ticket.

My question, then, is if anyone has set up a similar service automation, and if so, were you able to find a way to pull responses into the original ticket thread? Currently, it seems like our agents would need to identify responses to the automation email in the Unassigned inbox, then manually update the original ticket from the ticket contact to remove them from the auto-close workflow, but that doesn't seem very scalable beyond 3-4 agents.

One thought that I had was to automatically assign tickets to their contact owners, but if an individual reaches out once say, 2 months ago, then reaches out again today, the tickets may be handled by two separate reps. Then, if they are enrolled in the non-responsive workflow, the response ticket would be assigned to the rep who handled their ticket from 2 months ago rather than the rep who is handling their current ticket.

[BérangèreL]

Hi @DStahl,

Thank you for reaching out to the Community!

I found this solution from @Jnix284 for you on a similar post "Auto-reply emails not threading, creating new tickets/conversations" that might help you!

I also wanted to invite a couple of subject matter experts to this conversation @HFisher7, @danmoyle and @Jnix284, do you have any other workaround or tips to help @DStahl, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a lovely day!

Best,
Bérangère

[DStahl]

Unfortunately, I don't think that quite answers the question I'm looking for. Our current workflow generates follow-up replies to remind ticket contacts that their ticket will close if they do not reply to the original thread.

Because there is not a way to auto-generate emails within HubSpot to anyone but marketing contacts, we need to send these reminder emails using a marketing email template, which does not send in the original ticket thread and always generates a new subject line, thread, etc.

[danmoyle · Accepted solution]

@DStahl have you looked at HubSpot's transactional emails option (Marketing Hub Pro and above)? Those work in workflows so you're not using marketing contacts. 

As for the rest of the automation question, it's not something I've run into, but I'll ask our support team how they handle what you're looking for - if they do a similar thing. 

[BérangèreL]

Hi @DStahl,

Thank you for the additional information and clarification!

I understand that when sending a marketing email via a workflow, you would like to have the same subject line in the email as the subject of the original thread. Also, you want to have a link to the original thread in the email. Is that correct, please?

Do you have a specific example to look at, please?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

I'd like to invite a couple of subject matter experts to this conversation @GRajput, @HFisher7 and @jolle, do you have any workaround to help @DStahl, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a nice day!

Best,
Bérangère

[JWingate2]

I agree with @BérangèreL. I'd love to see more details around this like your enrollment trigger and the workflow itself. I feel like the ultimate issue is it's creating a new ticket each time this is enrolled when we want to just update them that if they don't respond in X days then their ticket will close and work within the same ticket perimeters without a new one being created.