HubSpot Ideas

NatHiggins

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.

87 Kommentare
RosaDM
Mitglied

Yes please add this feature

DStupienski
Mitglied

Yes please to this important efficiency/customer service change.

jburns2
Mitglied

We need this!

OLS-JPang
Mitglied

Must have to save admin time

DavideDL
Mitglied

It very needed!

Roger
Mitwirkender/Mitwirkende

Where are we here? This is a very important feature for a mature service desk environment. Thanks for feedback. 

LNarbonne
Mitglied

We need this as well! I feel like sometimes the service product is left alone without new features that are requested by the community. This is a must.

MichielJacobi
Mitglied

We need this!!

n_costa
Teilnehmer/-in

This is a feature I would love to see, too.

CLópez7
Mitglied

It will be really usefull!

rmrepko
Mitglied

Great idea

AStewart46
Mitglied

We have shared inboxes that receive emails from generic email addresses. We need to be able to associate these emails to the contact this email relates to (i.e., not based on the FROM email address).

KDailey8
Mitglied

If the email is associated with a ticket, and a customer responds to the email and it lands in our inbox, the ticket that the email is associated with should already be showing in the inbox. If its not showing there needs to be a way to associate it. This is a HUGE oversight in the way inbox and tickets work together.

BenediktMueller
Mitglied

Yes, would be very helpful

HEagle
Mitwirkender/Mitwirkende

We still need this!
We switched to Hubspot for our Customer service & while it save a lot of time in many ways, our CS agents have to do a lot of hopping around between conversations, tickets, and contact records, which becomes quite inconveneint!

 

BSegal
Mitglied

Yes! Any updates on that? 

MFortinDupuis
Mitglied

We really need this! 

nattu
Mitglied

This feature is very helpful for our needs and saves time for our CS team

Miticus_1
Mitglied

great idea!

WWalkerJr
Mitglied

Here I am, two years later, asking for this again.