Automating Tagging and Status Updates for Notification Emails

[AdvocaseyS5]

Hi Guys,

I am looking to automate the process of tagging and updating the status of notification emails within HubSpot. Specifically, I want to:

1. Automate the tagging of incoming emails based on their content.
2. Update the status of these emails automatically.
3. Customize the default view for everyone to easily review and identify the emails.

Could anyone guide me on how to set up workflows or any other method in HubSpot to achieve this automation? Any insights or detailed steps would be greatly appreciated!

Thank you!

[karstenkoehler · Accepted solution]

@AdvocaseyS5 if you're on a Service Hub Professional subscription, this can easily be achieved with a ticket-based workflow: https://knowledge.hubspot.com/workflows/create-workflows

You would

1. Enroll records into the ticket-based workflow when 'Ticket owner' is known
2. Add a branch and branch by ticket owner
3. Under each branch, use the 'Set property value' workflow action to set your desired custom ticket property to 'Tech', 'Payment' etc*

* if you haven't created this custom ticket property yet, you would have to do this first: https://knowledge.hubspot.com/properties/create-and-edit-properties

Let me know if you need more detailed steps for any of the above!

[mollmann]

@AdvocaseyS5 & everybody who has been following along with this post - I wanted to call out a specific new public beta that could help automize the described process.

We have just launched a public beta for Automatic Ticket Topic Identification powered by AI.

This functionality will automatically set the ticket category based on the first message of a ticket. 

Try it out - I would love to know what you think!

Thank you!
Marc

[karstenkoehler]

Hi @AdvocaseyS5,

Are you referring to incoming emails in the conversations inbox? Could you give an example of a user story – e.g. an incoming email to a conversations inbox meets criteria X, user Y then does Z?

Currently, HubSpot does not support tagging incoming emails. However, conversations and activities have properties that can be referenced, depending on what exactly your intended outcome is. Tagging is not possible, but, for example, if you're creating tickets from these incoming emails, you could use workflow to check the ticket description for keywords, assign a custom ticket property and a specific ticket owner based on the content.

Best regards

[PhillipP]

Karsten,

I am trying to do exactly what you reference here but seem to be struggling with identifying how to check for keywords. 

Use case:

1. Email comes into support mail box and autogenerates a ticket.

2. Based on keywords in ticket name / subject line set Product(custom field) to X value. Where X is a dropdown list.

I have configured the branch using AI since it doesn't give a contains option only equal or not equal. Any idea what I am missing here?

[PhillipP · Accepted solution]

Never mind, figured it out that you have to use And/Or branch to get a contains option.

[AdvocaseyS5]

Hi Karsten,

Thank you for your response and for clarifying.

To provide more context, I’m referring to the tickets under the CRM section.

I want to automate the process of tagging these tickets based on specific criteria. Here's an example of how I want this to work:

• When Agent 1 is assigned to a ticket, it triggers a workflow that automatically tags the ticket as "Tech."
• When Agent 2 is assigned to a ticket, it triggers a workflow that automatically tags the ticket as "Payment."

This way, we can keep track of which tickets relate to what. Currently, when I look at the tickets section, there are so many tickets that it's hard to know what each is related to. Automating this process would help us track and manage tickets more effectively.

If automation is not possible, even having the ability to tag these tickets manually so that they show up in the all tickets view going forward would be helpful.

Is this possible within HubSpot? If so, could you provide detailed steps or best practices on how to set up such workflows or manual tagging?

Thank you for your assistance!

[karstenkoehler · Accepted solution]

@AdvocaseyS5 if you're on a Service Hub Professional subscription, this can easily be achieved with a ticket-based workflow: https://knowledge.hubspot.com/workflows/create-workflows

You would

1. Enroll records into the ticket-based workflow when 'Ticket owner' is known
2. Add a branch and branch by ticket owner
3. Under each branch, use the 'Set property value' workflow action to set your desired custom ticket property to 'Tech', 'Payment' etc*

* if you haven't created this custom ticket property yet, you would have to do this first: https://knowledge.hubspot.com/properties/create-and-edit-properties

Let me know if you need more detailed steps for any of the above!