Hey Hubspot, we are in desperate need of a fix for this. It’s pretty much a bug because there’s no way it’s designed this way intentionally.
Whenever a ticket is created in Help Desk, we send a marketing email to the customer letting them know we recieved their request and we’re working on it. If they want to book time they can.
The problem is, whenever customers respond, a NEW ticket is opened in Help desk. The response is not auto linked to the exisitng ticket.
This creates a nightmare of ticket management for our reps. Please help us, this is sosososo urgent & such a critical feature. Maybe there’s a workaround. We need desperate help.