CRM

Ffen
Participant

Associate conversations with an existing ticket

SOLVE

Currently you can create a new ticket from the conversations inbox that will associate to that conversation. Is there a way to link an existing ticket to a conversation (and vice versa)? At the moment, to get the conversation to link, I have to create a new ticket through that conversation, then merge that ticket with the existing one. It works, but it's long winded and prone to human error.

 

I can associate individual emails of course, but not actual conversation threads, and as we use the conversations inbox as our primary support line, emails that are not part of a "conversation" do not notify us in the same way so can sometimes get missed.

 

Any ideas or advice would be greatly appreciated!

1 Accepted solution
DianaGomez
Solution
Community Manager
Community Manager

Associate conversations with an existing ticket

SOLVE

Hi @Ffen

 

I hope you are having a fantastic day 😊

 

Unfortunately. this is currently not possible and it needs to be done manually. But I did see that this idea has been suggested by another user in the HubSpot Ideas forum: Associate New Conversation to Existing Ticket within the Inbox.

I would recommend that you upvote this post and leave a comment as well. This will help our development team gain a better understanding of your specific use case and pain point. The Ideas Forum is where our Product Managers and Developers seek feedback and suggestions on the direction of the tool. Additionally, you can track any changes or future releases there.

 

Best regards,

Diana


¿Sabías que la Comunidad está disponible en Español?
¡Participa hoy en conversaciones en el idioma de tu preferencia,cambiando el idioma en tus configuraciones!

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Join regional conversations by changing your language settings !


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0 Upvotes
3 Replies 3
GJakobTriad
Participant

Associate conversations with an existing ticket

SOLVE

It's rather mindblowing that it's just not possible to associate Conversations to objects like Deals and Tickets if they don't create them. It goes beyond a simple "in the inbox" convenience. It's a critical feature that's been missing for years despite the linked idea having almost 250 upvotes.

0 Upvotes
HFoote
Participant

Associate conversations with an existing ticket

SOLVE

This is absolutely a critical item. We need to be able to associate conversations that already exist in the inbox with tickets that already exist as well

DianaGomez
Solution
Community Manager
Community Manager

Associate conversations with an existing ticket

SOLVE

Hi @Ffen

 

I hope you are having a fantastic day 😊

 

Unfortunately. this is currently not possible and it needs to be done manually. But I did see that this idea has been suggested by another user in the HubSpot Ideas forum: Associate New Conversation to Existing Ticket within the Inbox.

I would recommend that you upvote this post and leave a comment as well. This will help our development team gain a better understanding of your specific use case and pain point. The Ideas Forum is where our Product Managers and Developers seek feedback and suggestions on the direction of the tool. Additionally, you can track any changes or future releases there.

 

Best regards,

Diana


¿Sabías que la Comunidad está disponible en Español?
¡Participa hoy en conversaciones en el idioma de tu preferencia,cambiando el idioma en tus configuraciones!

Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !


0 Upvotes