topic Re: Email alias for support - Ticket Pipeline and convesations in Tickets & Conversations

Email alias for support - Ticket Pipeline and convesations

SClara — Thu, 11 Jan 2024 16:21:00 GMT

Hello, I have a problem here. I've created an email alias for the email HubSpot provides for support. Sending an email to this alias is supposed to open a conversation in HubSpot and consequently a ticket.

I've read in several articles that HubSpot has trouble tracing replies. But here I'm talking about new emails.
Does anyone know why and if there's any way round this?

Re: Email alias for support - Ticket Pipeline and convesations

BérangèreL — Fri, 12 Jan 2024 10:28:34 GMT

Hi @SClara and all my Best Wishes for 2024!!!

Thank you for asking the Community!

Are you trying to create a ticket from the conversation?
I found this article on the subject for you: "Create tickets in your conversations inbox".

However, since you are using an alias, you might want to red this post from @Mike_Eastwood "How to set up Inbox Channels and Service Tickets with aliases".

I also found this thread, where @danmoyle and @Jnix284 commented on it, that might be of interest: "Connecting alias e-mail to "Conversations"".

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

I hope this helps!

Have a wonderful day!

Best,
Bérangère

Re: Email alias for support - Ticket Pipeline and convesations

Jnix284 — Fri, 12 Jan 2024 14:31:45 GMT

@SClara I'm happy to help further if the posts shared by @BérangèreL don't answer your question.

As long as you have the email configured as a channel in the Inbox, new emails should create a conversation and depending on your settings, the ticket will either be created then or after the first reply.

I haven't had issues with replies not appearing when associated with the same thread, can you elaborate further?