Tickets & Conversations

TIngels
Participant

Update ticket status

Is it possible to update the ticket status to 'open' after customer replies on email?

6 Replies 6
webdew
Guide | Diamond Partner
Guide | Diamond Partner

Update ticket status

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. 

0 Upvotes
TIngels
Participant

Update ticket status

Hi @webdew 

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.

 

Schermafbeelding 2021-09-07 om 10.00.15.png

0 Upvotes
TIngels
Participant

Update ticket status

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.

 

0 Upvotes
TIngels
Participant

Update ticket status

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? Schermafbeelding 2021-09-06 om 16.29.23.png

0 Upvotes
SNigam
Top Contributor

Update ticket status

Hello @TIngels , Thanks for acknowledgement, But I am about 85% confident that this setting will work for those tickets also which created through API. 

0 Upvotes
SNigam
Top Contributor

Update ticket status

Hello @TIngels ,

 

Yes this is possible you just need to follow some steps - 

  1. Open Settings
  2. Reach out Objects -> Tickets
  3. Then Click on Tab called - Pipeline 
  4. Now below this you have to reach inside tab called - Automate
  5. Then Now there at second row you will find Option - 'A customer replies to an email' 
  6. Hover your mouse on this second row and click on Edit action 
  7. Finally you just need to select the close status here and save it. 

I hope this will achieve your objective. If this  helps you please mark it as solution and give an upvote. 

 

Thanks 

Shubham Nigam