Big Enterprise client here. We recently brought our sizeable group of support teams onto HubSpot after months of training and negotiating buy-in from all the relevant senior leadership. This Achilles’ Heel may single-handedly torpedo the whole affair.
It’s wild that it’s been sitting here for four years. People do whatever with their email, and it’s an extremely common occurrence that customers/partners reply to old threads with new requests. It’s mind-boggling that HubSpot doesn’t have any intelligence in place to deal with incoming communication attached to closed tickets. In most support solutions, these circumstances simply generate a new communication thread. I can generate a new ticket, but conversation-related workflows are extremely limited, and there’s no way to automatically generate new conversations.