How to send an email to Ticket Contact using Workflows

[Mong2]

I'm trying to build an automation via workflows. The condition is If the ticket status is waiting on contact for more than a day I would like to send an automated email notifying about the ticket closure if no reponse was made on the ticket. I'm trying to use the send email action but it's limited to send all contact when i just want to send it on the ticket contact/creator. 

[karstenkoehler · Accepted solution]

Hi @Mong2,

The reference to all contacts you're seeing in the automated email action does extend to all contacts in your CRM – just all contacts associated to the ticket. (When you open a ticket, you can see its associated contacts in the right sidebar.)

Unless you manually add new contacts here or have set up automation to associate contacts, then this will typically only be one contact:

If you have multiple contacts associated to a ticket and only want to address one associated contact, you would have to start working with association labels: https://knowledge.hubspot.com/object-settings/create-and-use-association-labels

Let me know if that answers your question!