Associate New Conversation to Existing Ticket within the Inbox
Our clients often send emails about existing issues but email us via a new email thread. This means that the new Conversation in the Inbox is not associated with the existing Ticket in which the issue is being discussed internally.
Right now, to associate this new Conversation, our agents have to click into the Contact Record, find the new Conversation in the activity log, and associate this new Conversation to the existing Ticket.
What we would like is for the ability to associate the new Conversation to an existing Ticket without the agent needing to leave the Inbox.
You can see existing tickets that are associated with the Contact from within the Inbox but there is no way, from the Inbox, to associated the Conversation with any of those existing Tickets. The only way to do this is to go to the Contact or Company record and associate it from there.
Required in our use case as clients will frequently create a new thread and not necessarily use Reply To when responding to questions. We don't control how a client wishes to communicate with us and without this capability, we lose the ability to keep conversations associated with a given object together and referencable to the ticket they pertain to.
Not sure what is involved, but definitely key, otherwise I'm askign team to do a lot of copy / pasting...
It seems this functionality exists in the Help Desk - at least when there is a new Ticket in Help Desk (which has been created by a new email) that new Ticket can be associated with, or merged with, any other Ticket, right there in the Help Desk.
Does that help? Or is it important that you gain this functionality in the Inbox, rather than in the Help Desk?
.png "HubSpot Employee"){kind=icon}