topic Re: Original sender of email forwards does not work in Tickets & Conversations

Original sender of email forwards does not work

OBrungot — Wed, 29 Nov 2023 19:15:24 GMT

I am using the email forwarding to forward inbound emails to my mail provider to Hubspot. The mail gets received and ticket created as expected, but the ticket is assigned to the forwarder and not the original sender.

I've turned this setting on/off, but it does not have any effect.

Any ideas on how to resolve it? It seems like a bug on the HubSpot server side

Re: Original sender of email forwards does not work

LewTalon — Thu, 30 Nov 2023 01:23:28 GMT

This option only affects what record is associated to the ticket. However, it won't affect the ticket owner.

With the option OFF: The ticket will be associated to contact record of the sender who forwarded the email

With the option ON: The ticket will be associated to contact record of the original sender's

You will need to setup a workflow to automatically assign the ticket automatically if you are trying to change the "Ticket Owner"

Re: Original sender of email forwards does not work

OBrungot — Thu, 30 Nov 2023 06:47:09 GMT

It is the associated record I am refering to, though I see my post could be misleading in that sense.

All emails being forwarded to HubSpot gets associated (Company) with my own company (doing the forwarding) and not the company of the orginal sender. The original sender and it's company does not get created in my HubSpot.

Re: Original sender of email forwards does not work

OBrungot — Wed, 07 Feb 2024 21:41:37 GMT

This has nothing to do with Ticket Owner, but the associated Company - just as you say that option should affect.

Can you follow these repro steps?

Email is sent from Microsoft to my email server.
The email is being forwarded from my email server to the associated hubspot forward email

Expected Result: The Ticket is associated to Microsoft

Actual Result: The ticket is associated to my company that forwarded the email (step 2)

I'm about to give up on using this service