topic Form submissions not showing up in inbox in Marketing Integrations

Form submissions not showing up in inbox

bcn_tri — Thu, 07 Sep 2023 16:57:32 GMT

We have several contact forms (created under Marketing > Forms and embedded on websites) that when submited, the submission shows up under Conversations > Inbox without a problem.

However, we have other forms, that are created and configured exactly in the same way as the others that work, where submissions don't show up in Conversations > Inbox. They are also embedded in the same way the others are.

All form submissions create a contact under contacts, the ones that show in our inbox and the ones that don't, so the forms are "working" to an extent. How can we fix this?

Re: Form submissions not showing up in inbox

Josh — Thu, 07 Sep 2023 20:04:05 GMT

Hi @bcn_tri,

Please be sure that the toggle to create a ticket from form submission is on. If not, it won't show up in the conversations inbox. Here are more details on that.

Josh

Re: Form submissions not showing up in inbox

bcn_tri — Fri, 08 Sep 2023 17:41:18 GMT

Hi @Josh,

Thank you for your reply. What you suggested seems to do the trick, however I'm a bit confused about something. We've been using HubSpot for years without ever enabling ticket creation in our forms, and their submissions have always shown up in our inbox, just as if they were tickets (without any of the ticket-related info of course). We've never had the mandatory ticket subject and ticket descriptions fields either. This problem I described in my original post is about a specific form that wasn't working. Like I said, we had other forms set up exactly in the same way that worked just fine.

So is this some recent change in how HubSpot works? Why some forms submission show up in the inbox (without being tickets) and why some don't show up?

Hope to get some clarification on this. Thanks!