# Email

**URL:** <https://community.hubspot.com/t/email/144659>\
**Category:** Tickets & Conversations\
**Tags:** starter\
**Created:** [January 7, 2026, 8:52pm UTC](https://community.hubspot.com/t/email/144659 "2026-01-07T20:52:58Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![cclark2](https://avatars.discourse-cdn.com/v4/letter/c/a88e57/32.png) [@cclark2](https://community.hubspot.com/u/cclark2)\
**Post date:** [January 7, 2026, 8:52pm UTC](https://community.hubspot.com/t/email/144659/1 "2026-01-07T20:52:58Z")

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Hello,

We currently have the automation set up when an email comes in it creates a ticket. Is there anyway that we can set it up to where the email body can be mapped to Hubspot fields? or like a form set up in Outlook that will populate ticket details from the email? Right now tickets are being created but have no info and just blank with just the ticket name from the subject line.

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**Author:** ![STierney](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/stierney/32/186066_2.png) [@STierney](https://community.hubspot.com/u/STierney)\
**Post date:** [January 7, 2026, 9:32pm UTC](https://community.hubspot.com/t/email/144659/2 "2026-01-07T21:32:56Z")

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Hey @cclark2 - thanks for posting in the Community!  
I’d like to tag in some Community experts to see what insight they may have for us! @karstenkoehler, @danmoyle, and @RomyFuchs1 - any thoughts here?  
Shane, Senior Community Moderator

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**Author:** ![karstenkoehler](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/karstenkoehler/32/68554_2.png) [@karstenkoehler](https://community.hubspot.com/u/karstenkoehler)\
**Post date:** [January 8, 2026, 5:07am UTC](https://community.hubspot.com/t/email/144659/3 "2026-01-08T05:07:02Z")

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Hi @cclark2,

Yes, this is possible as part of help desk: Menu \> Settings \> Inbox & Help Desk \> AI Tools

 ![karstenkoehler_0-1767848695101.png](https://d2qpr2jzcazej7.cloudfront.net/original/2X/6/641b18b970e9dc71abeed99e8147786a00589d9b.png)

Alternatively, the email body of the original message will be stored in the ticket property “Ticket description”. You can set up your own ticket-based workflows to enroll contacts without category where the ticket description contains specific keywords, then assign a category when those keywords are present in the ticket description, e.g. “Ticket description contains any of Electric car” \> use “Edit record” to update “Category” to “Electric car”.

Best regards