topic Re: Open Conversations is different in my inbox vs a report in Tickets & Conversations

Open Conversations is different in my inbox vs a report

AliaAt — Tue, 14 Feb 2023 22:56:10 GMT

We do all our support and other activities through conversations. I'm trying to track open conversations. Unfortunately, when I made a report on open conversations, it included emails I sent that have no response. Those emails don't show up in my inbox. It's confusing to say I have 10 open conversations but I only have 4 if I go the the conversations area of the product. I can't find any field to differentiate between these different states of conversations. Is there a method?

Re: Open Conversations is different in my inbox vs a report

franksteiner79 — Wed, 15 Feb 2023 05:32:13 GMT

Hi @AliaAt

Could you maybe share more details on the report you are using, which filters you have set, etc.?

Are you using one connected inbox or are there more?

Thanks

Frank

Re: Open Conversations is different in my inbox vs a report

AliaAt — Wed, 15 Feb 2023 22:04:51 GMT

Hi Frank,

We just have one inbox that takes emails to our Support alias. I only want the emails that were sent to support and then picked up by someone. I think the emails I send often come from Support though, and I don't want them. The only filter I have is the status of the conversation (Active). We've done minimal amounts of configuration and I'm new to hubspot in general.

Does that answer enough? Thanks!

Re: Open Conversations is different in my inbox vs a report

AliaAt — Sun, 26 Feb 2023 08:18:30 GMT

I figured out the fix: Last response date = Known. This removes conversations I started that never got a response (and therefore never show in my inbox).

Re: Open Conversations is different in my inbox vs a report

AliaAt — Sun, 26 Feb 2023 08:46:45 GMT

NM - got closer but not right.