Hi,
Let me try to explain what I am trying to do. I want to create a workflow based on conversations to enroll all tickets with a specific pipeline. The property that I want to change is the conversation Inbox. Unfortunately, the Inbox property is a read-only property, so the workflow is not a option.
Is there a way to achieve this using a workflow or custom code?
I’ve searched but I think that the available EP wouldn’t help.
Thanks
Hi, @ErickMartinez 
Thanks for posting. Workflow questions are always interesting. Hey, @jolle @danmoyle do you have any thoughts here? I feel like we’re hitting up against some system limitations, and I’d love more input.
Best,
Jaycee
@ErickMartinez As I understand ticketing and conversations, I’d think about changing the ticket pipeline, not the inbox. That should then change the conversations inbox, because it will change who the message will come from on your end.
Here’s how I think of it: Let’s say you have two conversations inboxes. One is for customer service (issues people may have). The other is for onboarding new customers. The service team might be service@yourdomain.com while the onboarding might be onboarding@yourdomain.com. In the workflow, changing the ticket between these should assign them to the correct team, therefore changing the conversations.
Hopefully that makes sense and aligns with what you’re trying to do.
Thanks for the mention, @Jaycee_Lewis@! And this is an interesting use case, @ErickMartinez!
Definitely give @danmoyle’s suggestion a go if you haven’t already!
Otherwise, I’m not sure of any HubSpot workflows that would be able to bulk edit conversations and change their inbox. There may be a custom-developed solution, but that’s outside of my wheelhouse, unfortunately.
However, have you given customized inbox views a try? If the goal here is getting a separate view of conversations tied to tickets in a specific pipeline (so I’m assuming that they’re tickets for a specific request type), I’m wondering if that would be accomplishable through custom views. Maybe there’s a certain value you can set for all conversations of that type to help sort them into their own view?
Sorry I can’t be of more help!
I could also use this functionality to be able to change the Inbox of a conversation based on a Workflow!
I would also like this functionality! Here’s my use case: I would love the ability to ‘snooze’ a conversation to pop back up at a designated date and time and/or to change from closed to open based on a workflow. Short of those features which I’m not seeing as possible, I’m attempting to use a ‘Snoozed Inbox’ where I am moving conversations over to this secondary inbox if I know I need to come back to it later and don’t want to mark it as closed. I leave the conversation open but move it to the Snoozed Inbox. Then I have a workflow set up where if an associated jira ticket is marked ‘done’ in jira, the ticket status changes to ‘Needs attention’ and I have a saved view on the Snoozed Inbox so that those conversations appear in a Needs Attention view I can use to reply to clients.
It would be awesome if I could create a workflow that automatically MOVED the tickets from the Snoozed Inbox to our Support Inbox so I didn’t have to monitor two inboxes.
Anyone done anything like this or figured out a different way to ‘snooze’ tickets but not close them?
And I agree with you