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Auto-reopen ticket when contact replies after closure

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA ticket the customer replies to after it was closed reopens and notifies its original owner, instead of the reply sitting on a formally closed record while the customer waits.
Workflow maptickets-sla-007
Ticket status leaves Closed, closed date was known leads to Increment reopen count. Increment reopen count leads to Notify ticket owner; Create follow-up task for owner; Add to Recently reopened tickets list. Add to Recently reopened tickets list leads to Reopen count >= 3?. Reopen count >= 3? leads to yes: Add to High reopen count - review list; no: End. yes no Ticket status leaves Closed, closed date was known Increment reopen count Notify ticket owner Create follow-up task for owner Add to Recently reopened tickets list Reopen count >= 3? Add to High reopen count - review list End
Ticket status leaves Closed, closed date was known leads to Increment reopen count. Increment reopen count leads to Notify ticket owner; Create follow-up task for owner; Add to Recently reopened tickets list. Add to Recently reopened tickets list leads to Reopen count >= 3?. Reopen count >= 3? leads to yes: Add to High reopen count - review list; no: End. yes no Ticket status leaves Closed, closed date was known Increment reopen count Notify ticket owner Create follow-up task for owner Add to Recently reopened tickets list Reopen count >= 3? Add to High reopen count - review list End

When to use it, when not to

Use it

  • Use it when reps close tickets promptly but customers sometimes reply on the same thread with a follow-up question or a "that did not fix it."
  • Use it as the layer that adds side effects (owner notification, reopen counter, review flag) on top of whatever reopens the ticket status itself, see Prerequisites.
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Skip it

  • Do not use it to reset SLA timers as though the ticket were brand new; a reopened ticket should keep its history and reopen count, not start a fresh clock with no memory of the first pass.
  • Do not use it if a reopened ticket in your process should always become a new ticket instead; that is a different intake pattern, not a reopen.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 3 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 7 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 4 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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FreeRound-robin ticket assignment by team/queueTicket12 steps Reopen-limit escalation: after N reopens, permanently route to a managerTicket5 steps Flag contacts with a high ticket reopen count for account reviewTicket3 steps Reopened ticket re-routes to original owner if still active, else poolTicket8 steps

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