Hi everyone!
Just wanted to post about the solution we found here. We have implemented a ticketing system with HubSpot, and a chatflow. In the chatflow, the person has to answer what this question is in reference to, which autopopulates a field on the ticket level. Every email and chat then automatically creates a ticket.
For all tickets, we have added the product / issue property as a mandatory closing property, meaning that every support rep has to fill this out, if not already filled in, which mostly applies to emails.
This also allowed us to write an automated “we received your support request” message to people using the ticket workflows, whenever a new ticket comes in, and generally gives us a lot more and more accurate reporting capabilities than the conversations inbox.
Hope this helps to anyone 