topic Re: Bug Report - E-mail with ReplyTo field being ignored in Tickets & Conversations

Bug Report - E-mail with ReplyTo field being ignored

DaviEvangelista — Tue, 13 Sep 2022 13:11:58 GMT

Hi,

We have a form that sends us a message that is being correctly received in Hubspot
Conversations Inbox.

In order to know the person who filled said form, we use the ReplyTo field in the e-mail message sent from our application and we just found out that when we try to reply the e-mail inside Hubspot the address the editor choose is our own e-mail address and we can confirm that the original message had the ReplyTo field filled.

This is a huge problem because had to log into the orginal inbox to actually see who sent the message and our users don't have the password to do so. We are using Hubspot exactly for this reason, by the way.

To us, the fact that Hubspot's Conversations Inbox ignores the ReplyTo from the message and just use the sender for the reply is a bug on the platform.

Is there a way to get this message to the appropriate bug tracking channel?

Regards, DAVI

Re: Bug Report - E-mail with ReplyTo field being ignored

PamCotton — Tue, 13 Sep 2022 22:57:42 GMT

Hello @DaviEvangelista , thank you for raising awareness about this bug. I wanted to ask if you could send me a private DM with an example of this behavior. The more information, screenshots, and details you can provide, the better I can advise on the next steps. This way I can investigate more about it.

Thank you,

Pam

Re: Bug Report - E-mail with ReplyTo field being ignored

DaviEvangelista — Wed, 14 Sep 2022 02:28:28 GMT

It's all within the RFC 2822 since Hubspot don't fully comply to the e-mail specification – at least where the ReplyTo field is concerned...

In summary, the eletronic mail format defines more then "from" and "to" addresses and Hubspot uses "from" instead of "reply-to" in Hubspot Conversations Inbox whenever the Reply button is clicked.

Regards, DAVI

Re: Bug Report - E-mail with ReplyTo field being ignored

brightsigned — Tue, 08 Nov 2022 16:01:16 GMT

I can confirm that we experience exactly the same issue and it is a major roadblock for us. The ReplyTo header is an established and well-used part of the email standard, and is most often used for situations like form submission, which Hubspot Inbox should be able to handle.

Hubspot should send responses based on the ReplyTo header, not based on the From header, as in the real world, the two are often not the same. I would go as far as saying that in general, if a different ReplyTo is provided, From should probably be ignored in its entirety as it is usually only there as a part of the system forwarding the mail on.

Edit: I would also really appreciate a bug tracker ID so that we can follow up on this issue.

Re: Bug Report - E-mail with ReplyTo field being ignored

VisualJosh — Mon, 13 Mar 2023 16:02:55 GMT

Almost 6 months down the road and the issue still doesn't seem to be fixed.

@PamCotton any news on this issue, or should it be a setting somewhere?

Re: Bug Report - E-mail with ReplyTo field being ignored

ASharif7 — Mon, 13 Mar 2023 19:12:20 GMT

We have the same issue.

Re: Bug Report - E-mail with ReplyTo field being ignored

PBarik — Tue, 20 Jun 2023 13:57:41 GMT

faced the same issue today.

Re: Bug Report - E-mail with ReplyTo field being ignored

neogenix — Wed, 21 Jun 2023 13:30:02 GMT

Same problem.. this seems something very trivial, I don't understand how they are not supporting a simple reply-to header?

Any update on this @PamCotton ?

Re: Bug Report - E-mail with ReplyTo field being ignored

PamCotton — Wed, 21 Jun 2023 20:55:30 GMT

Hello @neogenix could you please provide us with more details on what is happening?

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real time assistance for this matter, including hopping on a screenshare if necessary.

Kindly,

Pam

Re: Bug Report - E-mail with ReplyTo field being ignored

neogenix — Thu, 22 Jun 2023 08:05:46 GMT

For reference, I talked to customer support who digged into this issue. The conclusion is they don't support it, the reply-to field has to be the same as the sender. They don't have any plans to change this. They'll create a feature request, but I doubt they will implement it. Also, they won't give out bug tracking links of this issue, because that all stays internally.

Re: Bug Report - E-mail with ReplyTo field being ignored

Tuim — Wed, 06 Sep 2023 09:05:33 GMT

We are also experiencing this. Which forced us to include the customer email in the mail body so our customer support can copy/paste this into the new "To" field when leaving a ticket reply.

As you can imagine this is very error prone.

Re: Bug Report - E-mail with ReplyTo field being ignored

egodfrey — Thu, 05 Oct 2023 18:43:32 GMT

Is there a feature request for this yet? This is creating extra work for our CS team.

Re: Bug Report - E-mail with ReplyTo field being ignored

VisualJosh — Thu, 05 Oct 2023 18:46:16 GMT

It still is an issue for us, so if it could be added, we’d be happy 😄

Re: Bug Report - E-mail with ReplyTo field being ignored

BKat — Mon, 26 Feb 2024 14:29:20 GMT

Jumping in here because we're hitting the same wall with the ReplyTo field being ignored. It's throwing a wrench in our workflow, and honestly, it's a bit of a headache for our team.

Reading through the comments, it's clear we're not the only ones scratching our heads over this. It seems like such a basic thing – just let us reply directly to the person who filled out the form. 🤷

Any word on a fix or workaround that doesn't involve a bunch of manual copying and pasting?