Email Contact when Ticket is created

Occasional Contributor

I would like the ability to send an automated email to a contact (customer) when a ticket is created for them. The customer should be able to reply to this email to add comments or attachments to the ticket.

 

We are using a custom contact form with a workflow that creates tickets for our contacts. I've tried to add an email to the customer as part of this workflow but it doesn't work very well because that email is not associated with the ticket. Best case scenario, replies create a new conversation, worst case scenario, they're lost in the ether.

 

Email conversations related to tickets should appear to the contact as a continuous stream of communication, meaning all previous replies should be included in every email that is sent to them from that ticket. Until this is implemented our communications with customers will be fragmented and potentially confusing.

4 Replies 4
Regular Contributor

I created this post earlier and is directly related as well.  Feel free to upvote.  Smiley Happy

 

Email templates should include Ticket properties

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 Excellent suggestions. You may wish to add them to a new or existing thread in HubSpot Ideas.

 

You'll typically get much more traction from the HubSpot Community AND the Ideas Forum is where HubSpot Product Teams monitor suggestions for popularity -- i.e., VOTES! Smiley Happy

 

Hope that helps.

 


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Regular Contributor

This seems like a major oversight.  We've opened a support ticket with HubSpot.  Ironically, their replies from support tickets include the ticket number in the email subject (as expected).

Top Contributor

You can do this with a workflow. We have access to the Tickets Workflow, currently in Beta.

 

The enrollment trigger can be to send an email to the contact assicated with the ticket if the ticket stage is New (or whatever stage your new tickets start at).

 

The email can include the ticket name and ticket ID as well.

 

Thanks!