Hi All, I have this issue where I split into two different pipelines my Customer Service and Quote Desk inboxes, however when a customer starts a new ticket directly to both of these email addresses, two different tickets are created (as it should be), but sometimes their reply will only be documented in one of the tickets, causing missing information. Why could this happen?
The newest pipeline is still working in Outlook rather than Hubspot, so I’m thinking if the reply to a different loop, it’d keep the reply under a specific pipeline, limiting the visibility of Customer Service. Nevertheless, I had a specific case where the client replied, but the reply wasn’t logged even though it was the last response. I don’t think merging the pipelines will help as they do have different activities, but sometimes they’re interacting between each other. Another idea was to manually change the pipeline each time they need a response from another department, but that will be confusing in terms of ownership?
Hey @BMartinez10,
Welcome to the community! 
Its possible this could be related to email threading rather than the pipelines. That said, here are a few threads that might be able to point you in the right direction!
- Emails Assigned To Pipelines in Help Desk
- Reply to closed ticket making brand new ticket
- Conversation reopens on tickets when someone replies
I’d also like to tag in some of folks from the ocmmunity to see if they have any tips and tricks on this – Hey @lnorden, @EugeneAtKiwi, @val_kouba do you have any suggestions for @BMartinez10 on this?
Thanks in advance!
Sam, Community Manager
Hi @BMartinez10 ! Thanks for the Tag @stassey .
Controlling Conversation associations can be tricky for sure but let’s see if we can’t figure out what is going on.
By default, HubSpot will try to associate connected inbox emails to the “Top 5” open Deals and Tickets associated to that Contact. Meaning, those emails should be associating themselves to both of the Tickets associated to that contact, assuming they are both still open, but it sounds like that is not happening.
Assuming I’m understanding the issue correctly, I’d check a few things:
Was the original ‘Conversation’ attributed to only one of the Tickets created from it? (can be verified in the Ticket record by viewing the “Conversations” card and seeing which convo is set there) If so, that could be why it isn’t linking now.
Was the Email thread unassociated from the 2nd ticket since the last reply? Removing an activity association from a particular record will stop all further incoming replies from tying themselves to that record, that could be what happened here. You should be able to review Ticket Associations and all their updates by opening the Ticket record, selecting “Actions” and clicking “View Association History”. If you see that the email was unassociated at some point, you should be able to reassociate it and Email replies should start logging on that record again.
Those are the first places I would check, hopefully that is helpful, but If neither of those things are contributing to your issue, let me know and we can troubleshoot further!
Lindsey Norden
HubSpot Community Champion
Hi @lnorden , I checked the associations after your message and you were right, in the 2nd ticket created one label from association was removed exactly the date where the communication stopped showing up.
Also, there are NO conversations associated to the 2nd ticket (where the communication thread was missing). Why does this happened and do you have any recommendations to fix it?
