Hey @dennisedson if you’re forwarding an email to a shared HubSpot inbox you’re looking to use an associated “Activity” to generate the ticket. You can do so via a contact workflow then segment by an email criteria:
You can then set it to create a ticket with a closed status. But do note by doing this if a contact has more than one email, it’ll only create a ticket for the first email. Meaning if they have 3 different threads, they’re still only getting 1 ticket. I haven’t heard of someone doing this before. Would it not be better to just import these emails as a ticket directly instead?