This article provides a step-by-step guide setting up notifications for emails received under a ticket, in case the workflow does not update the ticket status.
1. Go to settings on the top right of the HubSpot page.
2. Go to Notifications and make sure the 'Bell' option is turned on. You can also turn on any additional ways of getting notified, if you want.
3. Scroll down to the Chat and email conversations section or search for "email" in the search field. Make sure the Bell (and any other options you want) is selected next to Email conversation reply.
4. Whenever you work on a ticket, scroll to the Conversations section on the right, and ensure that all conversations linked to your ticket are assigned to you. You can do this by clicking on the conversation - this will bring you to the email within the Inbox menu, where you can assign the conversation to yourself.
5. Going forward you will receive a notification like below whenever there is a reply to a conversation assigned to you, even if the ticket status is unchanged. If you click on this, it will not take you to your ticket, but rather the inbox page where you assigned the conversation. From here you can click on the ticket name to get to your ticket.
