Use email received as a trigger for an automation
in progress
D
Damon Ryan
From Support Ticket: I can't automate status change or anything based on email thread (eg WHEN New Email received THEN change status)
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Zach - ClickUp
Merged in a post:
When new email / comment arrives, change status
A
Asbóth Márton
We run an email-based customer service via ClickUp. Emails are automatically forwarded to a certain list, we reply them directly from ClickUp and then complete the task. However, if a reply arrives to our email, we need to manually search for the task and again, manually reopen it. Because if this, lots of email replies can go under the radar which is pretty annoying.
An automation would be a nice feature which enables to automatically change status when a new email / comment arrives.
Thanks!
Zach - ClickUp
Thanks for the replies! I agree that both is probably the best approach. We always iterate and add granularity down the road if someone really needs to select one or the other.
R
Roy van Loon
both :)
A
Andris Zībarts
Both
H
Hervin Alvarez
BOTH
H
Haidan Smith
Both would be best
Zach - ClickUp
Video question for the voters here. Please let me know! https://drive.google.com/file/d/1P07vys05JbirzfZy7UjFEXSRlxBsWJ1w/view?usp=sharing
Igor Canabarro
Zach - ClickUp: For me in particularly, when I use the gmail click-up add on, when you create a task directly from the clickup button that appears on the email, I would like to automate the action.... when the email loop receives new response it goes directly to the task, removing the need for someone to include the task address on the email...
Zoltan
Zach - ClickUp: thanks for this.
I'd like to use Clickup as a Support Desk, so if there is a question I ask, they will receive an email and when a customer responds via email I want the task to be added back to "open" status. So for me is option 2, but it'd be great to have both if possible.
João Pedro Borrego Caleira
Zach - ClickUp: both please!
Julian Pustkuchen
Zach - ClickUp: In our case we use the email inbox for tickets. When receiving an email we want to conditionally change the task or inform certain ClickUp Users about the email.
In more complex cases we might want to identifiy the senders ClickUp Account and add him. Or move the task to his projects, etc...
Another case might be to sort out spam based on email metadata score?
So quite complex cases possible.
One important part of this will be to have the sender email address and other parts extracted into variables (or into custom fields to use as variables).
This should all work for replies to emails sent from clickup and for fresh incoming emails (IMAP).
Mickey Preisach
Zach - ClickUp: Zach, we use some lists as cutomer supports submissions (post form submission). We need option 2 - which is to trigger an action when a customer REPLIES back to us. Currently we have no idea if a customer replies to us and we need to review all tickets manually twice a week.
B
Bruce Rankin
Zach - ClickUp: I'd like to have an automation fire whenever a task gets an email, regardless of the method. Being able to detect the difference might be helpful too, e.g. send a reply when someone directly emails the task, and not send a reply to someone that replied to an email.
H
Hervin Alvarez
Zoltan: Both
S
Scsaurszki Péter
Zach - ClickUp: option 2
and I would also would be really happy if in the middle of a workingday you figure out the limitation of custom fileds, and make a full company stop working, without sending any email.
and even if I don't think it's fair of course I pay couple of usd to don't stop evreybody working, but when I try to pay your app have a bug and don't let me.
it's ok you want to earn more money proabley you worked a lot on development, but do in a way to don't make damage in your customeres company.
+in busness hours of US no answer for in a full day.
H
Hervin Alvarez
Zach - ClickUp: Both would be AWESOME!
That way if they don't reply directly to the thread, but rather one of their team members writes to that email task, we would be able to use the trigger!
Thomas Bacon
Zach - ClickUp: My main goal was #2 but I see the benefit of #1!
Guillaume DROGLAND
Zach - ClickUp: The both will be the better solution (the second is for me essential)
A
Alex Rawet
Zach - ClickUp: I'd voted based on option 2 (but no objection to both!)
Principle being if the task is an incoming email query that has come from a customer (and we've routed it into ClickUp) and we answer and close the task; I wanted to be able to automatically re-open that task if the customer replies to the answer email we sent them
Chris Knight
Zach - ClickUp: Both but Option 2 would be used the most for our team
Pascal Vizeli
It would be nice as well if you can automate eg WHEN New Email sent THEN change status - the other way around
Zach - ClickUp
in progress
👀 👀
E
Eric Sowers
Zach - ClickUp: Awesome! Could you include the ability to change a custom field too? Or update the task status. Can't wait to see it in the wild! :)
Chris Knight
Zach - ClickUp: let’s go!!!!
Becca Hauglid
Zach - ClickUp: Yessss!
H
Hervin Alvarez
Zach - ClickUp: SWEET!
s
smitqw
yes
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