topic Re: Create Service Ticket from email received at a general inbox in Tickets & Conversations

Create Service Ticket from email received at a general inbox

KSweeney27 — Thu, 19 Oct 2023 12:43:50 GMT

Is there a way to create a service ticket when an email is received at a certain address? I am looking to automatically create a ticket when an email is received at (example) contactus@bbp.com. However, this address is also used for form submissions. I already have form submissions set up to create a service ticket. What I need is if a customer directly emails contactus@bbp.com needing informatoin, for that to create a service ticket.

Is this possible?

Thanks!

Re: Create Service Ticket from email received at a general inbox

karstenkoehler — Thu, 19 Oct 2023 12:48:27 GMT

Hi @KSweeney27,

Yes, this is possible, see here: https://knowledge.hubspot.com/tickets/create-tickets#create-tickets-in-your-conversations-inbox

New incoming emails in a conversations inbox can trigger the creation of tickets. This is one of the main use cases within Service Hub Professional.

Form submissions notifications sent to the same email address will not be an issue. They come from noreply@hubspot.com and will automatically go into spam, not triggering the creation of a ticket.

Best regards!

Re: Create Service Ticket from email received at a general inbox

KSweeney27 — Thu, 19 Oct 2023 12:51:10 GMT

Thank you for the quick response. Do you know if this works if the email is set up as a distribution list in outlook? Not a mailbox?

Re: Create Service Ticket from email received at a general inbox

karstenkoehler — Thu, 19 Oct 2023 12:52:34 GMT

Hi @KSweeney27,

I know that anything which is not a regular inbox tends to cause issues. You'll notice the moment you try to connect the inbox as a conversations inbox channel: https://knowledge.hubspot.com/inbox/connect-channels-to-the-conversations-inbox

Re: Create Service Ticket from email received at a general inbox

KSweeney27 — Tue, 31 Oct 2023 15:38:24 GMT

You were correct. It needed to be set up as an actual mailbox, a distribution list or shared mailbox did not work.

A couple more questions....

Is there a way to have the body of the message be part of the service ticket. For other service tickets I can add the fields from the form, but I can't seem to find a way to add the body of the email to the ticket so that the person handling it does not need access to the email itself.

Also, it seems when I have connected the mailbox, it gets cc'd on responses even when people are not adding that address? Can this be set up that it only creates the ticket and then nothing else after that?