Sending internal emails in tickets

Internal emails need to be managed differently to ensure they are tracked correctly and move through the ticket status automation correctly

• Each email coming into the shared inboxes automatically creates a ticket.
• To enable tracking of when the email is responded to by a customer or an internal Novis representative, the email needs to be handled slightly differently.

1. When an email requires a response from within Novis, the email MUST NOT be forwarded to an internal email address (team/shared inbox or personal email address). This causes the email to lose important metadata that enables HubSpot to track the email.
   
   
2. Instead, the email needs to sent internally by firstly removing the original send to recipients.
   
   
3. Then add the shared inbox you wish to send this email to i.e. accounts@, warehouse@
   
   
4. This will enable the response from either of the two shared inboxes to be tracked inside HubSpot – enrolled in email response workflow – moves ticket back to new once email response is detected.
   
   
5. To then respond to the customer or the original author of the email, go back to their original email and click on respond
   
6. The original author will then receive your response, plus this will enable the email to remain active and be tracked using the “customer response” workflow.
7. This process will not work with personal email addresses i.e. emails sent to an internal Novis email i.e. sarah.caine@novis.com.au.