Currently it is only possible to discover where an original request was directed to by drilling into the ticket, then into the associated conversation. It is not possible to filter tickets by the channel, nor is it possible to filter conversations by the channel. This seems like a huge omission. Please fix!
By way of explanation, we have multiple email addresses monitored through Hubspot, and these take the recommended route of automatic ticket creation, via a ticket pipeline. I investigated this fully, with Hubspot support requests and apparently it is not even possible to set the channel information in the ticket via an automation. So we cannot list all the tickets or conversations associated with a particular channel at all. Full stop.
Totally agree with this! We have a bunch of different manned emails.
I want to
Create tickets for conversations
Where I can auto set ticket category based on the email address the conversation went to
In one single pipeline
This seems so simple! It would be so helpful to consolidate support efforts!
Greetings all! Some time ago this was solved for channels connected to Help Desk, the HubSpot ticketing workspace for support teams. There are now two ticket default properties that can be used in filters, views, reports, automation. Originating channel type and Originating channel account.