There should be a link between conversation and ticket, especially when the auto-create ticket function is enabled.
We use a share email box to receive tickets and our customer email directly to the shared mailbox. Hubspot auto creates a ticket when a new email comes in. Our gatekeeper assign the tickets to owner, but the problems are:
1. conversation doesn’t get auto assigned to the same owner as ticket.
2. when the ticket is closed, the conversation remains open.