Notification for ticket action in conversations inbox

[jorfjord]

Hey community,

Is it possible to notify another team using conversations - when a ticket reaches a certain action in the service hub?

Our support team works within the service hub with the tickets pipeline. However, from time to time they need to forward a ticket to the indirect sales team. I've created a different pipeline for the support team to move tickets to in this case. But the indirect sales team only works within the conversations hub - like the support team only uses the service hub. 

Is there a simple way to make this work without the teams having to check in on the different hubs? I've tried workarounds - but they fail because HubSpot automatically reports emails as spam when emails are sent within the portal. The point is that the indirect sales team shouldn't get individual notifications - using a workflow in the tickets pipeline settings only allows me to send internal email to users, not channels. 

Hope this makes sense.

/Jessica

[webdew · Accepted solution]

Hi @jorfjord ,

If you have paid subscription, then you can create workflows to send internal notifications to your team:
You can create a simple ticket-based workflow to send email notifications to your team. Check SS:

Instead of sending email notifications, you can also create tasks and assign them to particular user:

Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.

[jorfjord]

Thanks for the help! Unfortunately, none of the answers are quite what we're looking for. Seems like the Allow/Deny-list can't be overridden, and emails created in Hubspot will be marked as spam even when forwarded from another adress. 

And even though choosing Teams, every person in the team will get an individual notification, which we currently want to avoid.

Will however have a closer look at the Shared task queue.

/Jessica

[karstenkoehler · Accepted solution]

Hi @jorfjord,

You should be able to change your spam rules and make this work. Navigate to Settings > Inbox > Allow & Deny List and either uncheck the corresponding checkboxes at the end of the page or put your own email addresses on the allow list at the top.

If the support team needs to contact the indirect sales team, they should be able to simply create a new email from the ticket record and send it to the indirect sales team inbox.

Best regards!

[webdew · Accepted solution]

Hi @jorfjord ,

If you have paid subscription, then you can create workflows to send internal notifications to your team:
You can create a simple ticket-based workflow to send email notifications to your team. Check SS:

Instead of sending email notifications, you can also create tasks and assign them to particular user:

Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.