Assign a new email to existing ticket

squizzyit

I'd like to be able to associate new emails to our shared inboxes to existing tickets. Currently any email can be created as a ticket with the email content in the activity of the ticket. When a different contact or external party emails information related to the ticket we can't associate this email to the existing ticket, we can only create a new ticket.

 

Currently having to copy and paste different threads as notes into the tickets and reply to each thread separately from the Conversations section.

6 Replies
fmoretto
Member

Upvote... The ability to add incoming Inbox emails/forms to a single ticket would be highly beneficial in order to keep clean the Inbox and have all communications sorted.

rosiehall
Member

This would be really helpful for us.  We receive emails from third parties not connected to the contact that relate to existing tickets and would be great to be able to attach.

mark_poyser
Participant

Hi,

 

As the above posts date back to 2019, could I ask, is this still not possible to add new emails to existing tickets from the Inbox?

louiseaskporter
Member

Agreed. We're experiencing an issue where emails sent to us in response to ticket updates don't get assigned to the original ticket. The lack of functionality to manually correct this problem is making it difficult to even implement a workaround!

hannebjorn
Participant

Yes please, that would really easy the process.

aglaves
Member

Definitely need this functionality