topic Re: Preventing tickets from being associated with our company instead of the customer in Tickets & Conversations

Preventing tickets from being associated with our company instead of the customer

mathew_murphy — Wed, 10 Mar 2021 15:17:20 GMT

Because of the limited functionality of the e-mail replies in HubSpot, our team temds to reply to tickets using e-mail clients, and also reply to personal mail that should have gone to the support address while CCing the support address.

Unfortunately, HubSpot keeps associating the tickets with the company and contact records for our company, rather than the customer's company or contact records.

I can't see any way to define as contact or company as "This is us, don't associate it with tickets, keep looking" -- anyone have a workaround? Would it help if I deleted the records for our own company, or would (as I suspect) HubSpot just create them again?

Right now I'm having to go into each ticket, delete our contact and company info, and manually add the right contact. At that point the right company usually gets associated with the record. This is a pain, though.

Re: Preventing tickets from being associated with our company instead of the customer

Lucila-Andimol — Thu, 11 Mar 2021 15:53:49 GMT

Hi @mathew_murphy hope your are doing well.

We usually disencourage user's to do this when all the team is working in HubSpot.

If you need to "copy"or get your team asigned some sort of notification

you can send and internal email or task inside HubSpot.

This way you keep the client's company and contacts clean.

For example, with some clients we have the Support Team asignated to every client

every time the client get's in touch with the company, the support team get an alert.

This way they are up to date of what's going on with their asignated clients.

Let me know if you see this implementation could work for you and your team.

Re: Preventing tickets from being associated with our company instead of the customer

mathew_murphy — Thu, 18 Mar 2021 14:34:43 GMT

I tried deleting the contact and company records for our own company, but sadly HubSpot just creates them again next time it sees an email from one of us.

There really needs to be a way to tell the ticketing system not to associated our company with tickets, fixing them up manually is really annoying and time-consuming.

Re: Preventing tickets from being associated with our company instead of the customer

marcodirk — Tue, 27 Jul 2021 09:00:15 GMT

Upvoted!

I understand what @Lucila-Andimol Lucila means, but this only works in theory. Clients also tend to CC individual colleagues if they have ever contacted them in the past, which would result in our own company being associated with a support ticket.

Currently I'm manually removing our company from Tickets, but occasionally it gets re-added automatically (annoying!). In that case I have to remove our company from the 'association' list of any individual conversations that are part of that ticket.

It would be really helpful to blocklist our own company for any automatic association with a support ticket.

Re: Preventing tickets from being associated with our company instead of the customer

Lucila-Andimol — Tue, 27 Jul 2021 13:04:58 GMT

Hi @mathew_murphy and @marcodirk

if you don't want specific contact's emails to be saved in CRM

you can configure this here:

Avoid emails domain's_HubSpot-andimol

Have you tried this? Let me know if this works for you...

Re: Preventing tickets from being associated with our company instead of the customer

mathew_murphy — Tue, 27 Jul 2021 14:27:53 GMT

We already had our domain listed there. It may work for preventing logging of messages, but it wasn't working for preventing ticket contact assignment.

We've ended up moving to a competing product for our support ticketing.

Re: Preventing tickets from being associated with our company instead of the customer

SBernstein — Thu, 16 Dec 2021 22:24:23 GMT

Hi Mathew,

What product did you move to? We are experiencing this now as well. I don't want to pay hubspot more money just to use their automation fix a problem that they introduced.

Re: Preventing tickets from being associated with our company instead of the customer

mathew_murphy — Fri, 17 Dec 2021 16:45:40 GMT

We're using Freshdesk. It also has some problems in this area -- it will only associate forwarded e-mails with the customer if the person forwarding the e-mail has a paid agent account in the helpdesk. This is less than ideal because we don't want every single employee to have a support agent account. It does at least work when agents forward e-mail, however, and editing the contact associated with a ticket is fairly easy, with lookup based on e-mail address.

Re: Preventing tickets from being associated with our company instead of the customer

polle — Thu, 31 Mar 2022 11:10:03 GMT

This is also a frustration for our team - we have to manually remove our contact and company, then associate the correct contact and company for almost every ticket since clients often email us directly instead of a support email address.

Re: Preventing tickets from being associated with our company instead of the customer

CBerwick — Wed, 17 Aug 2022 16:24:08 GMT

We're having a similar problem where tickets are getting associated with a company unrelated to the ticket even when no company information is on the form. We'd love to be notified if a solution is developed.

Re: Preventing tickets from being associated with our company instead of the customer

BTapia — Fri, 30 Dec 2022 18:38:24 GMT

I also ran into this issue and it has to do with how Tickets are made from emails. Hubspot looks at the person who sent the email but will skip a sender in an email chain if it sees a forwarded email.

Short anwser: If your employee is sending or getting your support team involved, they should forward the email to support with the customer in cc. They should not reply to the customer with your support in cc.

Long answer:

Steve works in sales for our company - Bob is our customer

Example 1) Bob sends an email to steve needing support, Steve replies to Bob and CC's Support@email.com . Hobspot see's Steve as the person who started the email chain. Dumb I know but yes. This now associates the email chain to our company and Steve.

Example 2) Bob sends an email to steve needing support, Steve forwards the email to Support@email.com and CC's Bob. Hobspot see's the "Forward" email type, skips the person who sent it (Steve) and goes to the sender before them. This now associates the email chain to Bob and his company becasue it "skips" Steve.

Although this is a very simple answer/fix, I feel I had to spend way to much time digging and testing to find it. This is something that should be in the hubspot documentaion.

Re: Preventing tickets from being associated with our company instead of the customer

polle — Mon, 02 Jan 2023 10:26:41 GMT

This is a great answer, thanks! Hopefully the HubSpot team can include this explanation in the knowledge base