Current state: Hubspot behavior for a Help Desk channel generating tickets from an email address is as follows:
- A ticket is automatically created when an email is the first message in a new thread, is incoming from a contact, and is sent to a shared inbox with ticket automation enabled.
- If the email belongs to an existing thread, Husbpot does not create a new ticket. Instead, if that thread is already associated with a ticket, the new email is attached to that ticket. This part of the logic makes sense.
Issue: If the thread is not associated with any ticket, no ticket is opened. Thus, the Support request is effectively lost since the corresponding email thread is buried somewhere in the Contact activities and does not appear in any Pipeline or prompt an agent response.
Business Value Proposition: Matching an email conversation to a thread as the primary logic before the logic of the channel email is considered, is problematic. There are many cases where an existing email thread was not part of a ticket to begin with, and users often reply to that same (old) thread, adding the channel email in order to generate a ticket. While we can ask our users to follow the best practice of starting a new thread for every ticket, we can’t ensure that they do so and user behavior in some industries is very difficult to change without a system update.
Proposal: when a Help Desk inbox is added to an existing conversation, review if a ticket exists for that thread and add it (no change to current). If that no ticket exists for that thread, generate a ticket.
Impact: Many Hubspot clients including us who use Help Desk channels, may be missing tickets and will not know it unless their client escalates the issue to someone in leadership. This negatively impacts the reliability and service levels of your customers.