Ticket workflow to email contact when ticket is closed

[MWolfe2]

I'm looking for guidance or even better would be an example of how to build a workflow that will email the ticket contact when their ticket is closed.

Ideally I would like the email communication to list the resolution to their ticket - but I am having a hard time finding guidance about documenting ticket resolution.

[karstenkoehler · Accepted solution]

Hi @MWolfe2,

HubSpot has some default ticket automation options for this which you could use: https://knowledge.hubspot.com/object-settings/customize-ticket-pipelines-and-statuses#automate-ticke...

As far as the resolution goes, you could document that in a custom multi line text property and then adjust the automated ticket email to include a personalization token for that email. https://knowledge.hubspot.com/properties/create-and-edit-properties

Let me know what you think and if you have any follow up questions!

Best regards!