Multiple email template selection before ticket is createSOLVE
Nov 14, 2020 3:27 PM
We're coming from osTicket and had a functionality where before we create a ticket we could select a custom template for send a confirmation email. So, in hubspot a can't we find some similar option. How to we can solve this?
Solved! Go to Solution.
Nov 15, 2020 3:29 AM
HubSpot's logic is a bit different. Instead of selecting a template before sending an email, you can set up automation that sends chooses pre-defineds templates when (new) tickets meets certain criteria. This is explained here: https://knowledge.hubspot.com/tickets/automate-ticket-status#automate-ticket-actions
Whether the solution below works for you, depends on your subscription. It looks like you need both Marketing Hub Starter (to remove HubSpot branding from emails) and Service Hub Professional or higher (for customized ticket automation).
If you want to use different templates for specific categories of tickets, you would have to set up your ticket automation accordingly. You could either create workflows for each template or use if/then branches.
IF ticket status is 'New' AND ticket category is 'A' THEN send email confirmation with template A.
IF ticket status is 'New' AND ticket category is 'B' THEN send email confirmation with template B.
IF ticket status is 'New' AND ticket category is 'C' THEN send email confirmation with template C.
Keep in mind that – for the workflows to work – an email would be triggered immediately once both values ('New' + 'A', 'B' or 'C') are available. The category value would need to be populated by form (if you're using forms for ticket creation), API (if you have a custom API solution running) or manually on the ticket record by the services representative.
Hope this helps!
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