Hi @CAltindas,
Tickets created via workflows do not appear in the Inbox because they are not automatically linked to a conversation. The Inbox only displays conversations (emails, chats, and form submissions) that originate from connected Inbox channels. Workflow-created tickets do not have an associated conversation, so they remain visible in CRM > Tickets or Helpdesk but not in the Inbox.How to fix it:
- Option 1: Manually link the ticket to a conversation by opening the conversation and associating it with the ticket.
- Option 2: Create the ticket from a form submission (if the form is connected as an Inbox channel, it will automatically create a ticket in the Inbox).
- Option 3: Modify the workflow to link the ticket to an email conversation if a contact has an open conversation in the Inbox.
- Option 4: Use an email-based ticketing system by connecting a shared inbox (e.g., support@yourcompany.com) to Conversations > Inbox.
Final thought: To ensure workflow-created tickets appear in the Inbox, they must either be linked to a conversation or created from an email/form that is already connected to the Inbox.