topic Re: Associate mail to a ticket in Tickets & Conversations

Associate mail to a ticket

DAndrione — Fri, 24 Nov 2023 17:13:08 GMT

Good morning all
We have an App that create tickets in Hubspot.
The same app sends mail to A
When A reply to this mail
we would like to:
Associate those mail exchanges to the initial ticket

Maybe we should add a specific Hubspot address in bcc but I'm not sure what should be the process for including ticket metadata info in my first mail so that Hubspot can associate those mail with the ticket.
Any help is very appreciated.
Thank you!

Re: Associate mail to a ticket

BérangèreL — Mon, 27 Nov 2023 08:27:33 GMT

Hi @DAndrione,

Thanks for asking the Community!

I'd like to ask clarifying questions please:

1. What is the app that you are using and that creates tickets and sends the original email?
2. Where is the email logged in HubSpot? On the contact record? In the conversation inbox?
3. The email is a sales email? Or a marketing email?

I understand that you'd like to have the reply to the email associated with the ticket. If that's not the case, please don't hesitate to let me know.

I found these threads that might help you:

- The solution from @NicoleSengers on this post "Associate a reply to automated email with ticket"
- The reply from my colleague @vvadlamani on this idea "Associate a Reply to a Ticket Workflow Email with Ticket"

I'd like to invite some of our Top Experts to this conversation: Hi @Ben_M, @FCorbaci and @AdamLPW do you have other suggestions to help @DAndrione, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much ❤️ and have a great day!

Best,
Bérangère

Re: Associate mail to a ticket

DAndrione — Mon, 27 Nov 2023 10:55:50 GMT

Thank you Berangere

The solution from @NicoleSengers is good but the mail association it's easy as you have a form that created this ticket.

My problem and to answer your question is that
1. The app that I am using is something developed internally
2. Nothing is present In the conversation inbox as our app create a ticket but sends a mail not from the ticket
3. The email is service mail

I'd like to have any reply to this email associated with the ticket