Hey everyone,
I’m using the Help Desk feature in HubSpot and have it configured to automatically create a ticket whenever an email is sent to our Fallback email address. We are currently on the Free CRM and Service Hub Professional plan.
The process works, but I’ve run into an issue with how the email content is captured. When an incoming email is part of a longer thread, HubSpot only writes the content of the most recent email to the Ticket Description property.
I need the entire email thread, including all previous replies, to be captured and added to the Ticket Description property.
Has anyone with a similar plan setup dealt with this issue before? What’s the best way to ensure the full thread gets logged? Any insights or workarounds would be a huge help!
Thanks!
Hi @Patrickmeditech,
Thank you for posting to the Community!
I’d like to tag in some of our subject experts to take a look here.
Hi @Josh @StjepanGrcic and @louischausse -- Do you have any suggestions on @Patrickmeditech’s inquiry?
Thank you!
Cassie, Community Manager
HI
Do we have any feedback as yet?
Hi @Patrickmeditech and Happy Friday!
Just to clarify, when a ticket is created from an email, HubSpot uses the email subject as the ticket name and the body of that specific email for the ticket description, so it doesn’t include the whole conversation.
The full email thread is always available in the Conversations thread linked to the ticket, so you won’t miss any details!
At the moment, there isn’t a way to automatically add the entire email chain to the ticket description, but you can always access the complete conversation history right from your ticket.
Let’s consult with our Top Experts: Hi @danmoyle, @JBeatty and @Humashankar can you think of workarounds to help @Patrickmeditech, please?
Thanks so much and have a lovely weekend!
Bérangère
Hi @Patrickmeditech
There isn’t a native way to automatically add the full email thread into the Ticket Description today. However, it may be possible with custom workflows or API/integration-based solutions (for example via tools like Zapier or custom development), depending on how critical this requirement is for your process. Out of the box, the recommended approach is to rely on the ticket’s conversation timeline for the complete email history and use Ticket Description (or another field) for key summaries or notes.
Hope this helps!!
Hey @Patrickmeditech
HubSpot’s default behavior when creating tickets from emails in the Conversations Inbox (like your fallback address setup on Service Hub Professional) populates the Ticket Description with only the latest email’s body, not the full thread. Unfortunately for your use case, there’s no native setting to automatically append the entire thread to the Ticket Description property.
I found this advice on ‘Access Full Thread’ that may help some:
- Open the ticket in HubSpot.
- Click the Conversations Inbox link or thread icon to view the complete email chain, including all replies and attachments.
This keeps everything contextual without cluttering the description.
And here are ideas for workarounds out there in the community, too.
- Manual copy-paste: Review the thread and paste key excerpts into the ticket description or notes.
- Workflow automation: Use a custom workflow to copy conversation properties (if available) or trigger notifications with thread summaries.
If the workarounds dont work for you (and I understand it’s frustrating finding limitation in HubSpot), I’d suggest laying out your use case and request in a feature resuest in the product ideas forum. Or if a siilar request exists, add your vote and voice. I do find that to be helpful. It’s not a gurantee that HubSpot will make the change, but the more folks ask, the more they pay attention.
Thank you for taking the time and replying.
HI
Any feedback or input from your subject experts?
Hi there @Patrickmeditech,
Thank you for reaching back out!
It looks like you are currently on a paid subscription therefore, I would recommend to file a ticket with Hubspot Support. They can review your specific setup and provide live, personalized troubleshooting to help resolve your issue!
Cassie, Community Manager