Trigger a Workflow when a ticket receives a new e-mail

[MRodrigues8]

Is it possible to trigger a Workflow when a Ticket receives a New e-mail from an client? (When A new activity, which type = "Incoming E-mail" -Which is a conversation- is associated to that ticket)

If so , how should i proceed?

[MBlazejczyk]

Hi all,

I am struggling trying to buid the same workflow as described by MRodrigues8. I am trying to do it "using a ticket based workflow with the ticket property 'Last customer reply date'" as mentioned above. The problem is the following:

1. I try to configure an enrollment trigger
2. I pick "When an event occurs" and then CRM > "Property value changed"
3. I pick "Last customer reply date" from the list of properties; so far, so good
4. And this is where I get stuck because HubSpot doesn't have a simple "when property changed" condition; for my "Last customer reply date", I have to pick something like "is equal to", "is before", "is between", "is more than", "is known"; all this is useless for what I am trying to do

What I am planning to do is take the workflow that HubSpot created automatically for changing the status of a ticket when a new email comes from the customer, clone that workflow, and start from there. This default workflow uses a set of triggers that I am unable to find anywhere in HubSpot: "Last email activity is any of Email received from contact" and "Last email date was updated after Ticket status"...

[MBlazejczyk]

I've spent several hours trying to make it work and I am unable to.

If any HubSpot experts are reading this, here's my question: what enrollment conditions should be used to enroll (and re-enroll) a ticket into a workflow every time a customer sends an email.

Triggers in the workflows created by HubSpot with names like "Automatically change ticket status when a customer replies to an email" do not work this way in cases when the contact sends a few emails in a row.

[BérangèreL]

Hi @Anonymous, I hope that you are well.

Thanks for posting in the Community!

I understand that @MRodrigues8  would like to create a workflow so that every time a contact replies to an e-mail it sends a notification to the ticket owner.

Could you please give more details so that @MRodrigues8 could set up the workflow as you recommend?

Thanks a lot for your help and have a fabulous day!

Best,
Bérangère

[Anonymous]

Hi! I'm henry.

Yes, you can trigger a workflow when a new email is associated with a ticket. Set up an automation rule in your ticketing system to respond to incoming emails by defining the desired workflow actions.

[MRodrigues8]

Define Enrollment Criteria: In this step I have two options:

• When an Event occurs (CRM - Object Created, CRM - Property Value Changed, Website - Custom Behavirol event occurs, Workflows - Enrolled in a Workflow, Workflows - Unerolled from a Workflow 
• When a Filter criteria is met

Could not find this option: When ticket properties are updated 😦

Tried to structure something using "When a Filter criteria is met" using this filters:

"Last E-mail Acitivity" is any of E-mail

"Pipeline" is any of "My Pipe"

"Last E-mail date" was updated after Pipeline

Although i acitivated "Re-enrollment" - It just Worked for the First E-mail received after the ticket was moved to "My Pipe", it did not worked for others news E-mails, what is very important for me - My guess this is because the Ticket was "already" enrolled to the Workflow

Any Tips?

[Anonymous]

Hi! I'm henry.

For ongoing email updates, consider setting up a "Property Value Changed" event in the workflow to trigger when "Last E-mail date" is updated. Ensure re-enrollment rules are configured to capture subsequent email updates, not just the initial enrollment.

[karstenkoehler]

Hi @MRodrigues8,

This can most easily be achieved by enabling a pre-made workflow in the ticket automation setting, see here: https://knowledge.hubspot.com/tickets/customize-ticket-pipelines-and-statuses#automate-ticket-status...

Hope this helps!

[MRodrigues8]

Thanks - But I actually don’t want to change a Ticket status after receive
an e-mail - I want to create a workflow that every time my customer replies
an e-mail it sends a notification to the ticket owner

Is it possible?

[BérangèreL]

Hi @MRodrigues8,

Thank you for the additional information! @karstenkoehler thank you for your help 🙂

I understand that you want to put in place a workflow so that when a reply to an email is sent, the ticket owner gets notified, right?

For this, I'd recommend using a ticket based workflow with the ticket property "Last customer reply date". Then you can add an action to send an internal notification to the ticket owner. Would that help?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a nice day!

Best,
Bérangère