update ticket status on customer reply to e-mail

[FabriciusCtools]

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! 🙂

kind regards,

Fabricius

[jennysowyrda · Accepted solution]

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

[jessicaroginsky]

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

[MangusBB]

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

[SMS1]

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...)

[RHatomize]

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.

[rmeno25]

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!

[davidtownsend]

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...

[Vitaly]

Was this issue solved by Hubspot? We just chose to use this platform for our customers support, and potentially for all marketing activities but if it lacks simple features like this, I don't think we will be spending our time on this platform at all as you don't know what other basic features will be missing down the line

[TiphaineCuisset]

Hi @Vitaly 

Thank you for reaching out. 

If you set up the enrollment trigger as 'Ticket Status is any of 'waiting on us' (for example) you can now activate the re-enrollment - see screenshot below. 

Is this what you are looking for?

Best, 

Tiphaine

[BirkirPétursson]

@TiphaineCuisset 

Hopefully you can assist more of us. Unfortunately I don’t think this solves the original problem. I’ve been trying to implement a workflow that is something like this

I have two separate Pipelines, one is called Waiting on us and the other is called Waiting for Customer.

Tickets are created by sending an email to our helpdesk and they will automatically have the status New as expected. If we need further information from the customer, I’ve asked my team to move the ticket to Waiting for Customer after sending them an email. 

Here comes the dilemma.

If the customer replies to the email, I want the ticket to move automatically to Waiting on Us. If I (or someone from my team) answers the customer, I want the Ticket to automatically be moved to Waiting for Customer. 

This should happen back and forth only when an email is received or we reply until we either move the ticket to a new pipeline, In Progress or Closed.

I thought I managed this when I created Ticket Enrollement trigger

Ticket Status is any of Waiting on Us AND at least one associated Activity has Activity type is any of Email sent to contact.  → Set Ticket Property Ticket Pipeline and status to Waiting for Customer.

But I soon realized that this would never work. If we had answered the customer once then the criteria was already met and therefore it would be transferred automatically straight to the Waiting for Customer status. 

Is there any way to manage what I originally wanted to achive?

[TiphaineCuisset]

Hi @BirkirPétursson 

Thank you for reaching out and for the detailed explanation. 

I want to tag some of our experts on this - @darynsmith @Josh @warrendavey @MichaelC do you have any thoughts for @BirkirPétursson on this? 

Thank you

Best

Tiphaine