THIS PROCESS IS NOT YET IMPLEMENTED. DOCUMENTATION FOR WIP PROCESS
1.- L2 Intake Email (core template)
Automation: https://app.hubspot.com/workflows/2288092/platform/flow/1745431215/edit
Trigger: Ticket created in / moved into Level 2 Support pipeline.
Subject: Your issue is now with Level 2 Support ({ticket_id})
Message body:
Hi {client_name},
Thanks for reaching out — we’ve received your request and it has been escalated to our Level 2 Support queue.
Ticket: {ticket_title} ({ticket_id})
Current status: Validating Request
Our Level 2 team will:
Validate and reproduce the issue.
Confirm severity and impact.
Provide an estimated delivery date if a fix is needed.
What happens next:
If we need any clarification, we’ll contact you.
Once we complete replication and estimation, you’ll receive a timeline update automatically.
In the meantime, if you have extra examples (screenshots, videos, or exact steps), feel free to reply to this email — it can speed things up.
As always, thank you for working with us.,
The usheru team
Why this works
Acknowledges receipt fast (clients hate silence).
Names the stage so future communications map to something.
Explains the L2 value-add (not just “we got it”).
Invites extra evidence without sounding like it’s their job.
Source-agnostic with tiny conditional transparency.
2.- When due date is first set (after Estimating)
Trigger: Ticket is moved into Fixing Issue stage
Subject: We have estimated your issue: ({ticket_name})
Message body:
Hi {client_name},
Thanks for your patience, we have completed our estimation for {{ticket_title}} ({{ticket_id}}).
Estimated delivery date: {estimated_delivery_date}
Priority: {priority}
Summary: {acceptance_criteria}
We’ll start work based on the priority and scope confirmed. If anything changes that could impact this date, we’ll update you right away.
While we work on a permanent fix, our team has identified the following temporary workaround:
{issue_workaround}
As always, thank you for working with us.,
The usheru team
3.- When due date is updated (any change after first set) - NOT IMPLEMENTED
Trigger: Due Date is modified AND current status is Fixing Issue or Verifying Fix.
Subject: Revised Delivery Date for ({ticket_id})
Message body:
Hi {{client_name}},
Quick update on {{ticket_title}} ({{ticket_id}}).
The estimated delivery date has changed.
Previous date: {{old_due_date}}
New estimated delivery date: {{new_due_date}}
We know timeline shifts can be disruptive, so we’re only updating this when needed. We’ll keep you posted on progress.
As always, thank you for working with us,
The usheru team
4.- When ticket is Closed (Resolved)
Trigger: Status set to Closed (Resolved).
Subject options: Your issue {ticket_id} has been fixed.
Message body:
Hi {client_name},
Good news, {{ticket_title}} ({{ticket_id}}) has been resolved. Please see below a brief explanation about the resolution:
{resolution_notes}
If you notice anything unexpected or the issue persists, reply here and we’ll reopen and prioritize it.
As always, thank you for working with us.,
The usheru team
5.- When ticket is Closed (Unresolved)
Trigger: Status set to Closed (Unresolved).
Subject options:
Closed: [Ticket ID] not resolvedUpdate on your request: [Ticket Title]
Message body:
Hi {{client_name}},
We’re closing {{ticket_title}} ({{ticket_id}}) as unresolved.
Here’s why:
Reason:
{{resolution_notes}}
If you believe we missed something, just reply with any new details and we’ll happily take another look.
As always, thank you for working with us.,
The usheru team
Nice-to-have: internal consistency rules
To keep automated comms accurate and low-drama:
Never send a due date without a short summary.
Otherwise clients ask “estimated for what, exactly?”Always include old vs new date on changes.
It makes updates feel transparent, not arbitrary.Only send due date updates if the date actually changes.
(Avoid spam from minor edits.)Keep tone steady across all automations.
The bigger the issue, the calmer and clearer the message should be.