Hi everyone,
I’m looking for a way to automate a handoff between our Support and Billing teams. Currently, we are seeing a conflict with HubSpot’s email threading logic.
The Situation:
- A customer is working with our team on an active Support Pipeline ticket.
- During the conversation, the customer asks a billing question or sends a PO.
- Our internal team member replies to that email thread and CCs our billing@ inbox to loop in that department.
The Issue: Because the email is a reply to an existing thread already associated with a Support ticket, HubSpot simply logs the email (and the CC to billing) as an activity on the Support ticket. It does not trigger the creation of a new ticket in the Billing Pipeline, even though billing@ is a connected team inbox.
The Goal: I want to find a way, either through settings or a specific Workflow, to force a new ticket creation in the Billing Pipeline whenever billing@ is looped into an existing thread by an internal user.
Has anyone successfully built a workflow or found a setting that allows a CC’d team inbox to “break” the thread and start its own ticket?
Hey @chrismackey,
Thanks so much for posting this use case in the Community!
I was able to find this Community post, which seems to outline a similar setup to the one you’re describing. It looks like the user ultimately created a ticket-based workflow that updated the “Ticket Pipeline and Status” property value via the “Set Property Value” action.
For additionally context and best practices, I’d like to also tag in some Community experts who might have some suggestions for us! @karstenkoehler, @danmoyle, and @Josh - any thoughts here?
Shane, Senior Community Moderator
Thanks as always @STierney! 
Welcome to the Community @chrismackey! An interesting use case. Thismay seem like a too-simple question, but I’m wondering if you’ve tried forwarding (and still cc-ing all involved) rather than replying? This may be a procedure fix rather than a technology fix. I ask because in my understanding and experience, HubSpot’s default behavior is to keep a reply inside the existing conversation/ticket thread, even if you CC another connected inbox, so CC’ing billing@ will not “break” the thread and create a second ticket by itself. There isn’t a setting that makes a CC’d team inbox automatically spawn a new ticket from an existing reply; the built-in logic is tied to the original conversation thread and ticket association.
The cleanest approach is usually to forward, not reply, to a billing intake address that is connected as its own channel and configured to create tickets in the Billing Pipeline. Since billing@ is already a connected inbox, forwarding the message into that inbox is more likely to generate a separate conversation/ticket than CC’ing it on the support thread.
Another option is to use a workflow or automation that copies ticket data into a new Billing ticket when a specific property or email pattern is detected, since HubSpot workflows can create tickets automatically.
Hopefully that helps!
Thanks a lot @danmoyle! This sounds like a great, straightforward solution. I’ll give that a shot. I appreciate the reply.
Happy to help, @chrismackey! I’m glad it made sense. And I hope it works for you!