It would be helpful if both transactional and marketing emails were visible in the associated ticket record. We use tickets to track production for customers and have automated (via workflow) communication to individuals on those tickets through to fulfillment. We don’t send these communications as templates because they cannot be branded. But when you click into a production ticket you can’t see any of this communication without then clicking into the individual contact record of customers associated with the production ticket. Please enable the option to associate these emails with a specific ticket OR the ability to toggle on/off visibility of every option of communications (conversations too) on a ticket level. Thanks!
extremely important
any news here?
Hi team! this would be a useful feature for the users so they don’t have to track the marketing emails at the contact level. any updates would be appreciated.
Marketing Emails sent from ticket-based workflows should at minimum actually show up on the ticket record
This is needed. Automation is great, but visibility is also important. Seems like a huge oversight that there is not more control over automated email visibility at different object levels. Especially having just invested in Transactional email… Massively disappointed.
This is very important for us too
I am at a user conference for my company’s customers and this has come up as a significant inconvenience that the workflows that trigger reminders for customers to respond on our tickets don’t get associated with those tickets and so responses to those emails create new tickets.
This would significantly increase our customers’ ticket interactions.
This is really important - I feel that most CRMs do this and HubSpot is a bit behind.
Any movement on this?
Hi everyone, I’m Winnie Hien, a Product Maanger for HubSpot’s CRM.
Thank you for taking the time to share this idea — we genuinely read and consider everything submitted here.
After review, we don’t have plans to build this right now. This is actually something we find interesting, but we have higher-priority work in flight that we need to see through first. It’s on our radar for future consideration.
One of the questions we have with this feature is: what’s the time period for showing associated marketing/transacational material? We’ve considered up to 30 days before the ticket is created, and stopping once the ticket reaches a closed stage. Does that match how you’re thinking about it?
That said, we revisit our roadmap regularly, and customer ideas like this one do influence what we prioritize. Please continue to comment and upvote because we do look at the feedback, and reach out when ready to explore further or when recruiting for a beta.
Thanks, Winnie