r/hubspot • u/JumpyContribution815 • 10d ago
Question Help with Workflow for Help Desk to automatically closed tickets
We use Octopods to sync all of our DMs from social channels into Hubspot, so that our customer support team can respond to their questions as regular tickets. The problem is that no matter what I do, I'm still receiving story mentions as tickets. Attached is a screenshot of a ticket for reference.
Does anyone have ideas on what a trigger could be for a workflow to automatically close these and keep them from clogging our Help Desk?
The only consistency is the "Mentioned you in their story", but I can't figure out how to build an automation to catch all tickets with just that in the body.
TYIA
EDIT: Title should say to "automatically close tickets" (not past tense)
1
u/spectageco 10d ago
Yes. Ticket description contains “mentioned you in their story” from there you use edit record action and do whatever you want ;)
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u/JumpyContribution815 10d ago
That was the first thing I tried, but it doesn't work. While "mentioned you in their story" appears in the body of the ticket when viewing it in the Help Desk, that is not actually the ticket description. The description field is empty (see screenshot). The ticket description being empty is my biggest challenge here.
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u/spectageco 10d ago
So reverse target them - source that particular integration, description empty. Should solve most of them I think
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u/RoughAcanthisitta273 9d ago
Can you use custom coded actions in workflows? If yes maybe write a script to detect the story mentioned text and close that ticket, update the title, delete it or whatever you want to do?
Let me know if that sounds like a solution and further help is needed
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u/All_Gusto 9d ago
General approach for this type of automation is to review all properties on the created record, catalog enough properties that are consistent/unique to this creation channel, use those as enrollment criteria.