Workflow automation inconsistent across tickets

[KThomas4]

Hi Hubspot brains trust, we have just rolled our service and purchasing team into Hubspot and have set up autoclose workflow automations on our system generated emails (invoices, PO's) to prevent these clogging up with helpdesk.  

We have then tried to set up another automation on the ticket that if the customer reopens the ticket it reopens as 'new' so that the team will pick it up to respond.

Our customer service workflows are working as they should, but the purchasing team tickets are not reopening.

Any help would be appreciated.

[karstenkoehler · Accepted solution]

Hi @KThomas4,

Could you please share screenshots of both workflows and:

• their enrollment criteria
• re-enrollment and unenrollment settings
• actions

For a ticket that you would have expected to enroll, have you checked the actions log? If not, can you please do so and also share a screenshot? https://knowledge.hubspot.com/workflows/understand-your-workflow-details-page#action-logs

If the log is empty, have you checked the ticket record against the enrollment criteria? What do you see as a result? https://knowledge.hubspot.com/workflows/test-your-workflow#test-records-against-workflow-enrollment-...

Best regards