We have our support email set up go to an Inbox in HubSpot and this in turn is connected to a ‘Help Desk’ ticket channel with a few different pipelines. I’ve set up a workflow to automatically push a ticket into the right pipeline based on the ‘Ticket Name’ property. It seems to be working ok, I just find that I still have to close out the conversation in the Inbox once the ticket is created in the pipeline. Is there a way to bypass this so I don’t have to close things out in the inbox? It’s just very cumbersome and I don’t really understand the difference between the ‘inbox’ converastions and the ticketing pipeline.
I have a follow up questions / point of clarification. I read through all of your links and I am continuing to poke around in our HubSpot account. We have a support email address that is connected to inbox, so when emails are sent to this they come in as ‘Conversations’ AND as ‘Tickets’ as discussed in your links above. I now realize there is third place to work all this and that is the ‘Help Desk.’ I like the Help Desk the most because it’s the best of both worlds - you can easily have internal convesations and tag tickets as needed.
All my workflows are working in that the tickets are created and sent to the right pipeline from Conversations, but they aren’t showing up in the Help Desk… I suspect the solution here is to just connect the support inbox/email/conversation as a Channel to the Help Desk, then this will push everything in as a ticket.
My questions is -- IF the above is correct and I do connect the channel, will I be able to auto-assign the tickets to their appropriate pipelines or am I going to have to do that manually?
Bonjour @CLBF, I hope that you are well!
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So, you are correct, you can connect channels to help desk.
In terms of auto-assignment of tickets, in help desk, incoming tickets are left unassigned by default, so you can manually assign tickets.
If you’re assigned a Service Hub seat, you can set up automatic routing rules so that tickets are automatically routed to specific users and teams in your account.
Here is the article about it “Route tickets in help desk”.
You can also set up ticket pipeline automation. Templated automations are: creating tickets from connected conversations inbox or help desk channels, customizing when a ticket’s close date is set, and updating the ticket status property when an email on a ticket is sent or replied to. Custom automations are: various actions based on the ticket status property value (e.g., send an email to the contact when a ticket is newly opened).
I hope this helps and I wish you a wonderful weekend!
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Bérangère.
