Associate conversations with an existing ticket

[Ffen]

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!

[DCole61]

We definitely need this option to associate followup conversation related to the same ticket.  Most ticket systems that I have work with has that capability.  Any idea when this might become available?  

[GJakobTriad]

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.

[HFoote]

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 · Accepted solution]

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