This used to work for us but since the Hubspot changes made at the beginning of the year it is now broken. We want to be able to send emails with different subject lines from within the same ticket and for replies to go back into the original ticket and not create new tickets.
I was advised of the below by the support team.
This is due to a new addition to threading we implemented at the beginning of the year (We have more about the release of this in the product updates in you account here). We introduced subject lines into the threading logic, so now if a message has the in_reply_to but a separate subject than the original email, this indicates to us to create a new thread instead of attaching to the same one.
Is there a way to opt out of this or change the settings? We regularly work with a company who also has support tickets. We email them from our conversations inbox and from existing tickets they are helping us manage. When they respond to emails, the ticket subject line is exactly the same except for a few letters and numbers that are added on to the end of the email that are their unique identifier in their ticketing platform. Even though 95% of the subject line is exactly the same and the email also has Re: in the subject line, it is not threading the emails but instead creating new tickets that we have to merge. This team is already underwater due to ticket volume and their replies are getting lost. It is cumbersome for our team to have to merge all these tickets together since we work with this team often. What can we do?
I just had a chat with the support of HubSpot and they said there’s no way to turn off this feature/bug and there’s no workaround of this thing.
It’s really frustrating for my team where the Tickets are divided into Conversations 1,2,3… everytim someone changes the subject of the email or adds someone new to the chain.
Would really love to turnoff this feature or have a logic in there somewhere where we can define when to create a new conversation.