Ticket automation not working when an internal contact replies

[AFlanders]

Hi, we have different swimlanes set up for our Ticket board. Every now and then we get tickets that do not update and move to the correct lane (Waiting on Us) when someone internal (@company_domain.com) replies on a ticket.

We want it so that regardless of your email if you're not the ticket owner and respond/email the ticket is updated and moved into the Waiting on Us swimlane. 

This below is a message we see when adding internal contacts on responses. I cannot identify if this is why when those same contacts respond on a ticket, it does not trigger the same automation as if an external contact were to respond.

[webdew · Accepted solution]

Hi @AFlanders ,

Yes, because you have included the internal contacts email domain on their never log list, the reply is not logged and therefore, is not moved correctly into the "waiting on us" lane.

Our recommendation for you is to remove their company domain from their Never Log settings shown in this KB article here and check to confirm that their automation is working correctly.

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.

Thanks and Regards. 

[AFlanders]

Hi Webdew,

Thank you so much for confirming, I suspected this may be the cause.

Do you know if it's possible to ignore this rule for the Tickets area but not impact other areas of Hubspot?

[webdew]

@AFlanders ,Currently, it would not be possible to ignore a Never log rule for only tickets, it will apply to all of HubSpot.