We manage two ticket pipelines managed by two different teams:
- Orders → emails sent to orders@
- Technical → emails sent to technical@
In some cases, a Orders ticket requires Technical input. When someone (Sales or the customer) replies to an orders@ email and loops in technical@ within the same email thread outside of HubSpot, no new ticket is created in the Technical pipeline.
This creates a risk of missed requests, since HubSpot keeps the entire conversation under the original ticket only.
Idea:
HubSpot should automatically create a new ticket (in the correct pipeline) whenever another helpdesk-connected email address is added to an ongoing conversation.
For example: if technical@ is added to a Orders thread, HubSpot should create a new Technical ticket and associate the new thread with it.
Why this matters:
- Prevents missed technical support issues
- Reflects how real email conversations happen
- Improves cross-team collaboration
- Ensures tickets are created even when the conversation originates outside HubSpot
Potential solutions:
- Automatically detect when another ticketing inbox is added to CC/BCC/To and trigger ticket creation
- Or provide workflow actions that allow automation when a connected helpdesk inbox appears in a conversation
This improvement would significantly reduce the risk of lost requests and make multi-team support much more reliable.