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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.
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!
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
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.
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