Tickets & Conversations

granthbrown
Participante

Email Contact when Ticket is created

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.

10 Respuestas 10
Jon-RevenueOps
Colaborador | Partner nivel Gold
Colaborador | Partner nivel Gold

Email Contact when Ticket is created

Yes, this would be really helpful to have!

0 Me gusta
thunter3
Participante

Email Contact when Ticket is created

Hi everyone!

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

 

sharonlicari
Administrador de la comunidad
Administrador de la comunidad

Email Contact when Ticket is created

Hi @thunter3 

 

Could you please share the link?

 

Thanks

Sharon 


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !




0 Me gusta
coreygarrigues
Participante

Email Contact when Ticket is created

This feature is very important to my company. Our auto response asks the requester for additional information that needs to go into the ticket!

CraigR
Participante

Email Contact when Ticket is created

Did we get any where with this

0 Me gusta
TiphaineCuisset
Administrador de la comunidad
Administrador de la comunidad

Email Contact when Ticket is created

Hi @CraigR 

 

Thank you for reaching out. 

 

You can automate ticket actions and send emails by following these steps

 

Hope that helps.
Have a lovely day,
Tiphaine.


Saviez vous que la Communauté est disponible en français?
Rejoignez les discussions francophones en changeant votre langue dans les paramètres !

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !


tmcginnis
Colaborador líder | Partner nivel Elite
Colaborador líder | Partner nivel Elite

Email Contact when Ticket is created

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!


“Travis McGinnis - Solutions Consultant at Aptitude 8
“connect with Travis on Linkedin”
briansweat
Colaborador

Email Contact when Ticket is created

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).

MFrankJohnson
Líder intelectual

Email Contact when Ticket is created


2000px-Ok_sign_font_awesomeDoes my post help answer your question?

Help the Community by marking it as SOLVED

 

 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! 🙂

 

Hope that helps.

 


hubspot-forum-signature-badge-v01.png

www.MFrankJohnson.com

 

Please include @MFrankJohnson in your message if you'd like me to reply.

 

Note: Please search for recent posts as HubSpot evolves to be the #1 CRM platform of choice world-wide.

 

Hope that helps.

 

Be well,
Frank


www.mfrankjohnson.com
0 Me gusta
zachallen
Colaborador

Email Contact when Ticket is created

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

 

Email templates should include Ticket properties