Automatically "Open" tickets when a customer replies to a forwarded email.

[JJumatay]

We have enabled the HubSpot ticket automation that will open a ticket when a customer replies to an email. This has worked well for us as our team always monitors the the "Tickets" page to ensure that any "Open" tickets are actioned immediately however we have recently missed a couple of replies from our clients. After contacting HubSpot support, we found that the ticket automation does not work when it is a reply from a forwarded email. I tried to create workflow but I couldn't find a triggger that would enroll a ticket when there is a reply from a forwarded email. Has anyone encountered this issue before and is there a solution?

[DianaGomez]

Hi @JJumatay,

Thank you for your inquiry.

We kindly invite you to review the solution suggested by one of our top contributors, @HFisher7 , in the following discussion thread: "Automatically create a ticket when replying to an old email thread".

 In her response, she comprehensively elucidates the outlined process.

Should you have any additional inquiries or require further clarification, please do not hesitate to contact us. 

Best regards,

Diana

[JJumatay]

Hi Diana. 

Thanks for looking into this. I checked the "Automatically create a ticket when replying to an old email thread ", but I couldn't find anything that I could use to help me with my issue. We don't want to create a new ticket. We wanted HubSpot to move an existing ticket back to the "Open" status when someone replies to an email that he have forwarded. 

Kind regards,

Jensen

[DianaGomez]

Hi @JJumatay, thanks for the details, I fully comprehend your objective.

At present, the option to change the status of a ticket to "open" after it has been forwarded is not feasible. Nevertheless, I have come across an idea on our idea's forum: Forward functionality in Tickets. I encourage you to review and vote for it, This way it would have more chances to be implemented in the future. The product team consistently monitors this forum for platform enhancements. 

Best,

Diana