Hello all,
We make extensive use of the ticketing systems and it’s generally great overall but one thing we struggle with is reply emails. We’re finding it very common that when a customer replies to an email and their email service edits the subject line, such as adding a RE: to the front of the subject, our Hubspot will create a new ticket instead of just updating the old one.
Any way around around this? It’s creating a lot of duplication for our CS team.
Hi @ShannonDean ,
The only immediate solution I can see here would be to consolidate the related threads by manually merging the two tickets directly in helpdesk (which may create more work for your CS team).
It would be great to be able to use the Ticket ID to thread the tickets instead of the name. I’ve found an idea on the HubSpot Community here which you can upvote that requests the API to check subject lines for ticket numbers and associate them with an existing ticket. You could then add the personalisation token ‘Ticket-ID’ to tickets and this should merge assocaited threads automatically.
Kind regards,
Sarah Williams