ACTUAL RESULT:
If an email from a shared inbox conversation is already associated to a ticket and you manually associate it to another ticket then reply to the email from the shared inbox address it will link the conversation to the new ticket and further replies will link to both tickets.
EXPECTED RESULT:
It would solve a lot of headaches for us and HubSpot support if a shared inbox email conversation could only be linked to one ticket with all emails in the conversation being logged to that one ticket.
If HubSpot insists on allowing individual emails within a shared inbox conversation to be logged to any number of tickets, then the best solution would be:
If an email from a shared inbox conversation is already associated to a ticket and you manually associate it to another ticket then reply to the email from the shared inbox address the associations will not change and further replies will link to the original ticket only because it is the only ticket linked to the conversation thread.
Further emails within the conversation could be manually assigned to other tickets but manually changing the assignment of individual emails should have no impact on future replies.
In HubSpot support ticket # 9485465 Sabrina mentioned that this was expected behaviour:
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This is the expected functionality:
If a user selects a ticket from the associations dropdown in the reply editor (this refers to the manual associations in the email engagement),
- The ticket and all recipients will become associated to the email engagement itself
- The ticket will be associated to the conversation thread
- Since the ticket is now associated to the thread, we also will associate all the previous engagements on the thread to the ticket
- Thread’s main contact (i.e the contact with whom the conversation was initiated) and that main contact’s company will be associated both to the ticket
So I believe this is most likely how your conversation thread got associated from the “correct” ticket to an “incorrect” ticket - replying to a conversation email thread from the “incorrect” ticket will automatically have the “incorrect” ticket selected as an association in the email reply. This will cause the ticket to be associated to the conversation thread, and also associate all previous engagements on the thread to the ticket.
Since you did not want the conversation thread to be associated from one ticket to another, my best guess is that this could have been unintentional since there were several similarly named tickets in your portal associated to the same 2 contacts.
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I replied:
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I understand that it is currently expected functionality as far as your dev team is concerned, however, I’m sure you’d agree it is not expected behaviour from the user’s perspective and needs to be addressed.
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