The thing is that Hubspot thinks that a customer respond to a ticket which are created through the API. And that's why the status 'Open' is wrongly applied to the ticket.
See workflow below.
Last e-mail activity is from a contact AND Pipeline is ... AND Last e-maildatum is updated after ticketstatus.
Change ticketstatus to 'Open'.
I guess it has something to do with how the API works.
1. Create ticket
2. Add engagement.
Probably Hubspot thinks that 'Add engagement' is a contact response.
As you can see in my screenshot, the ticketstatus is changed by the workflow 'Automatically change ticket status when a customer replies to an email' on the exact same time when the ticket is created through the API.
11:09.
The status 'open' should only be set after a customer replies to an email. In this case it shouldn't have happened.
I didn't know of that option. It is already activated. That works fine.
Unfortunately it doesnt' work well for tickets created through the API. The workflow (A customer replies to an email) is also applied for those tickets and properly because of how the API works.
Hello @TIngels , Thanks for acknowledgement, But I am about 85% confident that this setting will work for those tickets also which created through API.