Sep 7, 2021 3:53 AM
Hi @TIngels ,
You can create a tickt based workflow for this.
Check video: https://www.loom.com/share/0aefc165060f4285880e5b2ca95d2174
Workflow will look something like this: https://prnt.sc/1rgrpj9
Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.
Sep 7, 2021 4:05 AM
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.
Sep 7, 2021 2:22 AM
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.
The status 'open' should only be set after a customer replies to an email. In this case it shouldn't have happened.
Sep 6, 2021 10:31 AM
Thanks for your reply @SNigam
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.
1. create ticket
2. create engagement.
Is there any sollution?
Sep 3, 2021 11:50 AM
Hello @TIngels ,
Yes this is possible you just need to follow some steps -
I hope this will achieve your objective. If this helps you please mark it as solution and give an upvote.