Stop email conversations reopening

[AHooper8]

When an email is replied to and closed, and then subsiquently replied to by a customer some time later, HubSpot automatically reopens the conversation.

This in itself is great but it keeps the conversation assigned to the original person. If they are on holiday or sick, this is easy to miss.

HubSpot is set to have auto assign off, but it still leaves reopened conversatrions assigned to the original team memeber.

Is there a way to get reopened conversations to go back to unassigned, or to start as a new conversation?

[DanMYD · Accepted solution]

One option is to setup a workflow where it triggers if a ticket status "has ever been any of" Closed and the current status is any of the other ticket status. Then you can clear the ticket owner property or rotate it to another team member.

Or you could have it close the ticket again and then create a new ticket.

With both these options, you'd want to think about how that impacts reporting though.

[AHooper8]

Hi Dan, this would definitly make a mess of reporting but what I have managed to do is create a workflow where if the "last message received" date is updated after the "close date" (both conversation properties) then a new ticket is raised.

[MBlock6]

hi there! could you screenshot the steps you used to create this workflow? I'm getting tripped up on the close date. thank you!! 

[AHooper8]

Hi, I actually had to change it again afterwards and add a branch in. Without the branch it just sent an email every time:

[PamCotton]

Hey @AHooper8,

Thank you for the screenshot. After changing, did it resolve it or do you still need help?

Kindly,

Pam

[PamCotton]

Hi, @MBlock6 while we wait for @AHooper8 reply, users in accounts with Service Hub Starter, Professional, and Enterprise subscriptions can automate ticket status and certain actions within a pipeline's settings. For ticket automation beyond the options below, users in Service Hub Professional or Enterprise accounts can create ticket-based workflows with more advanced actions.

Kindly,

Pam

[DanMYD]

Very nice. There always seems to be a trade off with these workarounds! 🙃

[AHooper8]

Unfortuantly not. I already have it set to not auto-assign.

The way we work is emails come in and it doesn't auto assign. They then get allocated an owner, are dealt with and the converstion is closed. If the customer then replies again the original conversation/email thread reopens against the same owner.

If that person is on holiday, it is very easy to miss. What would be better would be if it reopened not assigned, or started a new conversation.

[CateDuarte]

Hi @AHooper8 ,

Would this help? https://community.hubspot.com/t5/Tickets-Conversations/How-to-stop-automated-assignments-with-conver...

I guess its the issue you are having.