Who: Service rep (and by extension, Sales)
Goal: We need to be able to delete a bogus service ticket created from a misrouted conversation that was meant for sales, without removing the convo that sales needs to see.
Details:
Our Service inbox is set to automatically creates a ticket from incoming email. When a customer contacts service with a sales request, I can easily move the conversation to the Sales inbox, but the ticket persists. Sales does not use tickets, so we have a useless ticket sitting on our service board and affecting our service dashboard. There seems to be no method to get rid of the ticket that does not also close or delete the conversation. What I have tried:
- Disassociate the activity from the ticket and then delete the ticket: The convo that had I moved to Sales goes to Trash, no sales rep will see it. If I restore the convo, the useless ticket is also restored.
- Disassociate the activity from the ticket and cancel the ticket: The convo is also closed, and no Sales rep will see it. If I reopen the convo, the useless ticket is reopened. (I don’t like this approach anyway because the ticket still “counts.”)
My only workarounds seem to be:
- Delete it all from HubSpot and just use Outlook to forward the inquiry to the sales team - old school.
- Turn off the automatic ticket generation feature.