Ticket automation based on content/keywords? (OR: self-tagging by customer)
Is it possible to automatically assign a ticket (or create a task) to a team / rep based on keywords in the content of the ticket?
i.e. if an oncoming message has the word "unsubscribe" assign it to a certain team member, or if it contains "interested in" - assign it to a sales team member?
Alternatively - is there a way to allow our customers to tag their own email tickets as "sales"/"customer support"/"bug report" - etc? (the tickets are created from emails sent to our gmail, so I'm thinking either use a gmail filter somehow to let Hubspot know a certain ticket needs to be tagged a certain way, or alternatively send an autoresponder allowing the customer to click a link to tag the conversation).
You could create a series of if/then branches in a ticket-based workflow using the "Ticket Description contains any of" criteria in a workflow. The action after the "yes" branch is set the ticket owner property to the user who specializes in the customer's query.
Hi @CPrentice and @Baduist it's not possible to create custom properties for a conversation. The only way to do this is to associate your conversations to a ticket.
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