100%… I’ve been trying to figure out how to “close” email conversations via automation workflows, but it doesn’t seem possible?
In the ticket workflows I see a few options based around “activty → conversation” but they all appear to only be related to conversations where the source is “chat,” not convos where the source was email or the shared inbox.
Use case: We’re using Hubspot’s option to automatically create a ticket out of every email. Most of the time this works great, but sometimes it fails to create a ticket from an email (usually because it’s a client writing us a new message as a reply to an old email thread from before we were using Hubspot Service Tickets -- their new message fails to create a ticket because it’s a “reply” instead of a new email, which would normally get associated with the ticket associated with the original email thread, but if there was no ticket originally then all subsequent replies get orphaned, it would seem)…
These orphaned emails would be easy to spot in Conversations if every Conversation associated with a ticket would automatically Close… But instead our Conversations inbox has become an unmanageable interface since we’re doing all “Closing” on a ticket level, and not manually duplicating that effort by also closing every Conversation…
It seems like the system should auto-close every Conversation associated with a ticket (because clearly in those cases the ticket is where the customer-interaction would be taking place) or else at least have the conversations close when the corresponding ticket closes. that’d keep the Conversations inbox neat and tidy.
And if we could control this via a workflow, it’d allow for more advanced and custom solutions.
Tying the Ticket Owner to the Conversation Owner would also make a lot of sense.