Tickets and Inbox

[CAltindas]

Hi HubSpot community,

I have a question/problem regarding Tickets and Inbox.

One of our users only has inbox access and we want to make it possible for her to see the tickets directly in an inbox. So we have made it able for her to see tickets based on form submissions but the tickets created by a workflow are not showing up.

In this case, I wanted to create a ticket using a workflow which worked fine. I also created a unique ticket property that I can use to filter in the inbox views.

The ticket itself gets created via Workflow  and shows up in CRM >Tickets/ also Workspace>Helpdesk but wont show up in Inbox even with the right filter criterias 

Thanks in advance.

Wishing you all a great weekend.

Ceyda

[aviafriat26 · Accepted solution]

Hey @CAltindas,

Yeah, HubSpot’s inbox can be weird about workflow-created tickets. Since they don’t have an actual email thread tied to them, the inbox doesn’t really “see” them like it does with tickets from form submissions.

One thing to try—after the workflow creates the ticket, have it send an email to the inbox. That should link the ticket to an email thread and make it show up. Also, double-check that the inbox view isn’t filtering out tickets based on source.

Hope that helps! Let me know if it’s still being annoying.

[Markestac · Accepted solution]

Hi @CAltindas,

Tickets created via workflows do not appear in the Inbox because they are not automatically linked to a conversation. The Inbox only displays conversations (emails, chats, and form submissions) that originate from connected Inbox channels. Workflow-created tickets do not have an associated conversation, so they remain visible in CRM > Tickets or Helpdesk but not in the Inbox.How to fix it:

• Option 1: Manually link the ticket to a conversation by opening the conversation and associating it with the ticket.
• Option 2: Create the ticket from a form submission (if the form is connected as an Inbox channel, it will automatically create a ticket in the Inbox).
• Option 3: Modify the workflow to link the ticket to an email conversation if a contact has an open conversation in the Inbox.
• Option 4: Use an email-based ticketing system by connecting a shared inbox (e.g., support@yourcompany.com) to Conversations > Inbox.

Final thought: To ensure workflow-created tickets appear in the Inbox, they must either be linked to a conversation or created from an email/form that is already connected to the Inbox.

[aviafriat26 · Accepted solution]

Hey @CAltindas,

Yeah, HubSpot’s inbox can be weird about workflow-created tickets. Since they don’t have an actual email thread tied to them, the inbox doesn’t really “see” them like it does with tickets from form submissions.

One thing to try—after the workflow creates the ticket, have it send an email to the inbox. That should link the ticket to an email thread and make it show up. Also, double-check that the inbox view isn’t filtering out tickets based on source.

Hope that helps! Let me know if it’s still being annoying.