HubSpot has a setting in Service Hub pipelines that automatically changes a ticket status when a customer replies to an email. But it doesn't work on forwarded emails.
When toggled on, the setting creates a standard workflow that relies on a two hidden properties called Last email date and Last email activity.
You won't find these in the properties of the ticket, but they can be accessed via the API (and unhidden via that method as well so you can see them in the User Interface). In the API they're named hs_last_email_activity and hs_last_email_date.
These properties don't update though with forwarded emails and replies to those forwarded emails 🥺
This is ok, because we can use a ticket workflow to allow for those forwarded email threads to reopen a ticket and do many other things.
That's it. Now when a forwarded email thread has a reply from a customer, it'll reopen the ticket. You can use this method in other use cases around tickets that depend on the properties we swapped out.
If you have any questions, reach out to firstname.lastname@example.org
This one is slightly different since there isn't going to be a conversation created from a forwarded thread reply. Unfortunately we haven't come across a good solution for this one yet.
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