update ticket status on customer reply to e-mail

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New Contributor

Hello There,

 

I'm setting up our tickets workflow and I'm struggling a bit with it. Right now, we have hooked our support e-mail to an inbox for our support team and configured it to automatically open a ticket for each new mail.

 

The problem we see is that when I reply to a customer mail, directly from the ticket and set it as 'waiting for customer', when the customer replies back, the ticket remains on that status.

 

I tried setting up a workflow to identify the customer reply and set it to in process but as far as i can see, the same ticket cannot be enrolled multiple times in the same workflow.

 

How do you guys think is the optimal way to achieve this? I'm just trying to set the ticket to 'in process' when the customer reply to the e-mail.

 

Looking forward to your insights! Smiley Happy

 

kind regards,

Fabricius

1 Accepted solution

Accepted Solutions
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Community Manager

Hi @FabriciusCtools,

 

This would require re-enrollment through Ticket workflows which currently is not a functionality of the tool. We do not have time frame on the release of the re-enrollment functionality in Ticket Workflows. For now the status of tickets will have to be managed manually.

 

Thank you,

Jenny


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Community Manager

Hi @FabriciusCtools,

 

This would require re-enrollment through Ticket workflows which currently is not a functionality of the tool. We do not have time frame on the release of the re-enrollment functionality in Ticket Workflows. For now the status of tickets will have to be managed manually.

 

Thank you,

Jenny


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Occasional Contributor

Hi Jenny,

 

Thank you for your attention to this requested feature. It's definitely a critical one. I'm afraid that while the explanation you provided does address "why" this feature is currently unavailable, it doesn't quite offer a solution or give us a sense of 1) what the priority of this feature is and 2) when we can expect a true solution.

 

For the majority of support specialists who operate from the dashboard view, it is important to be able to quickly differentiate between tickets that need attention and tickets that are pending a customer's reply.

 

I understand that workflow re-enrollment is not an available functionality - are there other ways to automatically update a ticket's status that do not require opening the ticket and manually changing it? In some ways, only enabling manual changing defeats the purpose of the "status" altogether - i.e. I wouldn't manually change a ticket status to "open" when I receive a customer reply, just to change it back to "pending" a few minutes later when I send a response. However, it would be very helpful to see that a ticket is open and respond to it promptly, then mark it as "pending" at that point. Does that make sense?

 

I do hope to see this feature appear soon, as I have already dropped a couple tickets because of the absence of this feature and it reflects poorly on my company's responsiveness to our customers.

 

Thanks,

Jessica

Occasional Contributor

Hi,

 

Is this in the developing pipeline at all? As you might imagien this is a critical feature, and without it there is really no need to enable and take use of the ticket pipeline- going through each ticket to check for customer replies just doesnt cut it..  I'm honesly surprised that this wasnt enabled from the start, without any (at all) tracking of whether a customer has left a reply this can hardly be used for ticket handling.

 

Cheers, 

Magnus

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Occasional Contributor

I'm confused. How is an explanation of why something doesn't work called an Accepted Solution? Who accepted it? Please update with the status of this basic feature. (and remove the Solved label...)

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Occasional Contributor

Is there any update  or timeline regarding when Hubspot service tickets will update the ticket automatically when there is a reply to an E-mail? 

This is a critical function for anyone doing any kind of service and support.  We need some type of indication on screen that someone has replied to the ticket via an Email. 

Please hubspot.

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New Contributor

Hi FabriciusCtools,

 

I am trying to achieve the first part of your email but am having trouble doing this. Can you perhaps send me a personal note with how you did it. The part with automatically opening a ticket if someone emails your support email:

 

"I'm setting up our tickets workflow and I'm struggling a bit with it. Right now, we have hooked our support e-mail to an inbox for our support team and configured it to automatically open a ticket for each new mail."

 

Thanks!

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Occasional Contributor

This currently ranks first in google for me, but keep searching and you will find this functionality has now been implemented

 

https://community.hubspot.com/t5/HubSpot-Ideas/Automatically-reopen-closed-tickets-when-they-receive...

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