HS created ticket Vs Customer portal ticket

Service Hub Tips, Tricks & Best Practices
1

Hi all

Agin new in HS and I could not find an answer in the community forum.
In some cases, customers are sending an email to our support address.

1. I want to set an automatic ticket creation out of that, How

2. Will HS recognize the customer details and organization based on the sender’s email address and add that to the case?
Thanks
Omer

2

Good Questions Here:

Here’s a super quick Loom for full context and visual explainer

Query 1

  1. Navigate to settings :right_arrow: Click on the gear icon :right_arrow: Go to tools :right_arrow: Click on inboxes within the inbox panel.
  2. Select the option to connect the channel :right_arrow: Choose team email :right_arrow: Follow the setup wizard :right_arrow: Configure your email :right_arrow: Click “Done.”
  3. After connecting the channel, go to edit :right_arrow: In configuration, add the “from” and “to” details for the reply.
  4. In the automation settings, mark the option to treat incoming conversations as you desire.

Query #4 - Yes, it should

Query #3

  1. To ensure customers can view manually created tickets, use a contact-based list.
  2. Create a list (e.g., “Support Customer Portal”) for associating tickets.
  3. Specify criteria, such as the support pipeline, for the list.
  4. Save your settings, and refresh the page.
  5. Contacts in this list will have access to view their open tickets.
3

Hey @OAlterescu,
I’m a little late here but have you considered using a customer portal? That will automatically create a ticket within HubSpot whenever a customer submits an inquiry. There’s also an app simply called the Customer Service Portal. that let’s you customize it with company branding.

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I’d be happy to answer any questions you have about this feature as I already have a lot of experience with it.
Best,
-David Staat