New ticket notifications

[avomd]

We have new Hubspot tickets being created from two separate sources:

1. Our support Gmail inbox is configured in Hubspot to create new tickets.

2. Our application has a help button that triggers an API call to Hubspot to create a new ticket.

We know that we can configure notifications for new Inbox items but this does not include new tickets created through Hubspot API.

Two questions:

1. Is there a way to configure Slack messages to be triggered by new Hubspot tickets?

2. Is there a way for Hubspot users to subscribe to new Hubspot tickets being created?

[Krystal-Little · Accepted solution]

For your question:

1. This would need to be done by way of a workflow. In workflows you can set the enrollment based on the ticket creation and have it send a Slack notification. This is how we have our setup and it works well, you can choose to send alerts to either an individual or to a Slack channel.
2. Unfortunately there's no way (to my knowledge) to automatically "add" or "cc" someone on a ticket in HubSpot. The individual could go to the ticket and follow it, but beyond that I'm not familiar with a way to accomplish this without custom code.

Best of luck!

[OliverWiemers]

Hey @@avomd,

one thing to add regarding sending messages to Slack. When you want to send these messages to a private Slack channel, you need to invite the user "@HubSpot" in Slack to that channel.

All the best.

[karstenkoehler · Accepted solution]

Hi @avomd,

This is possible with ticket pipeline automation: https://knowledge.hubspot.com/object-settings/automate-ticket-pipelines

Before you can send Slack notification, you would have to install the integration: https://knowledge.hubspot.com/integrations/how-do-i-use-the-slack-integration

Once you have the integration installed, you should be able to add the action here:

Alternatively, you could also create a ticket workflow from scratch, where you enroll tickets based on 'When filter criteria is met' → 'Create date is less than 1 day ago' and then use the Slack workflow action to send a notification: https://knowledge.hubspot.com/workflows/create-workflows

Users wouldn't be able to subscribe to this on their own, they would have to reach out to you or an admin to be selected as a recipient of this new action.

Best regards!

[Krystal-Little · Accepted solution]

For your question:

1. This would need to be done by way of a workflow. In workflows you can set the enrollment based on the ticket creation and have it send a Slack notification. This is how we have our setup and it works well, you can choose to send alerts to either an individual or to a Slack channel.
2. Unfortunately there's no way (to my knowledge) to automatically "add" or "cc" someone on a ticket in HubSpot. The individual could go to the ticket and follow it, but beyond that I'm not familiar with a way to accomplish this without custom code.

Best of luck!