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.

79 Replies
TommyTicker
Member

bump

OPasquet
Member

That would be a wonderful feature! We always lose track of new emails threads when we are looking only at tickets. Being able to have all email threads in one ticket (a bit like what we have in the contact thread) would be super helpful! 

walsermedia
Member

absolut necessary. our clients use high security settings and so are any tracking tags etc removed from emails when they reply. this starts a new conversation with every reply

ZarahFager
Member

This would help a lot with managing a big inbox for a large team! 

HFoote
Participant

This is very important!

Vlemieux
Member

Yes please, this would resolve a lot of possible mistakes ! 

DhContreras
Member

Totally agree this would be a valuable option

WHopkins
Member

Please!

JLavery
Contributor | Diamond Partner

This would be a really helpful feature to have!

CHumphries7
Member

Yes please! We need to be able to assocciate new converstions with existing deals so we can integrate our shared inboxes with HubSpot.

HFoote
Participant

This is essential. If we could get an update on how this feature request is progressing, that would be great.

SupportSystony
Member | Diamond Partner

Essential to keep everything together.

TCarson6
Member

This is something that seems like a no-brainer to add. It gives the ability to link conversations to existing tickets and vice versa. This needs to be added to the software so that we can ensure that our data is clean, that customers are getting their converstations addressed in a timely manner, and that we're not duplicating data and/or duplicating work (AKA stepping all over each other in the service software). Our complany absolutely LOVES HubSpot, but (as unfortunate as it is) the SERVICE HUB seems to be the afterthought of HubSpot as the money lies in supporting sales and marketing tools. It's quite a shame. In fact, I worked previously for a comapny that was considering leaving HubSpot for another CRM just becuase the service features weren't quite up to par with others in the industry.

jburns2
Member
We agree that this continues to have a daily impact our workflow and should be a priority
NHinkel
Member

please implement this, it makes no sense to create a new ticket for every new conversation about the same topic

NRana3
Participant

Very much needed!

KrisKris
Participant

+1, absolutly needed functionality. Goes for associations to companies, contact, and custom objects as well.

SemRC
Participant

Yes please, would be very helpful!

MariusMil
Member

WE NEED THIS!

MartenLorence
Member

Definitely need. Was suprised googling how to do it brought me here... 😑