Automatically create a ticket when replying to an old email thread

[JoseGLS]

Hi,

We have an inbox connected that will create a Ticket when a contact sends us an email. It works except when a contact replies to an old email thread (before the inbox was connected). In that case, the inbox workflow won't create a ticket but it will create a new activity for the email reply to the Activities tab of the contact. We contacted a Hubspot specialist and they confirmed that this behavior seems to be correct.

How could we automatically create a ticket for these cases? I tried different ways but all of them seem to be missing something:

• Contact Workflow with an Enrollment trigger as Activity Email subject is Known: however there is no filter type for "contact doesn't have any ticket".
• Hubspot API/Webhook: we can trigger a webhook when the property notes_last_updated (last activity date) changes, however, there is no API to retrieve all the activity of a contact.

Any help? Thank you!

[AShukla38]

You can 1stly set revert from here

Then by using this revert as a trigger you can create a new ticket.

[JoseGLS]

@HFisher7 Thank you for your answer.



My interface for creating a custom property for contacts seems to be a bit different.

After choosing "Ticket", it asks for a mandatory ticket property. There is no property related to "associated to the contact" so the result of the calculation is the sum of ALL existing tickets.

Thank you.

[HFisher7]

@JoseGLS - Once you click create on the property you will get the view I shared, looks like you've done the same as me from your screen share 🙂

[MiaSrebrnjak]

Hi @JoseGLS,

Thank you for reaching out to the Community!

I wanted to tag in a couple of subject matter experts to see of they can think of a workaround: 

Hi @danmoyle, @franksteiner79, @HFisher7, do you have any tips for @JoseGLS? Thank you!

Cheers
Mia, Community Team  

[HFisher7 · Accepted solution]

@JoseGLS - You could create a custom calculation contact property 'Number of associated tickets' that sums up the number of ticket records associated to the contact:

You could then use this property in your workflow along with the Email subject known trigger:

 

[danmoyle]

I'm with @HFisher7 here, @JoseGLS. That's where I'd start, too. 

Thanks for the tag @MiaSrebrnjak!