Automating Churn & Termination Tracking in HubSpot

[Sgram]

Hey,

I’m working on setting up a better way to track churns and terminations in HubSpot. Right now, there’s no solid process in place, and the team has asked me to automate it.

The idea is simple: if a customer emails support@example.com with keywords like "ending my contract," "termination," etc., a ticket should be created automatically.

Is there a way to pull those emails into a property or trigger something based on those keywords? Open to ideas on the best way to set this up.

Thanks!

[karstenkoehler · Accepted solution]

Hi @Sgram,

Tickets created from incoming emails should have the subject line as the Ticket name, the email body as the Ticket description: https://knowledge.hubspot.com/inbox/set-up-the-conversations-inbox?hubs_content=knowledge.hubspot.co...

In other words, you could set up a ticket-based workflow that enrolls tickets where either Ticket name or Ticket description containy any of 'ending my contract', 'termination'. You could then follow this up with any actions you'd like, either updating the associated contact, sending a notification to specific team, automatically moving the ticket to a churn pipeline etc.

Have a look and let me know if you have any follow-up questions!