Would it be possible for a form submission to show up in the email tab of a Ticket?
When a ticket is created through a form submission there isn’t an easy way to respond to or forward this ticket via email. The customer support rep must:
- Start a thread email from scratch (including subject line and ticket details) or click through the correct template. They would need to do the same thing if they needed to forward this ticket to a team member that doesn’t use Hubspot- such as our field technical team members. Plus, if there is an attachment that needs to be shared, the rep would need to download the file and upload it to the email.
- OR click over to the Conversation Inbox to reply or forward this ticket. This is a completely different interface and is cumbersome to jump back and forth from one interface to another just for this particular type of ticket.
This isn’t a problem if a ticket is created via a customer email because the email shows up in the ticket and the rep can easily click reply or forward directly from the ticket.
I looked into using the Conversations Inbox instead, but it doesn’t provide as robust filtering options as the Ticket tool- such as tickets assigned to me with a certain ticket category. It is more feasible for my team to use the Ticketing Hub to navigate through their assigned tickets.