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.

75 Replies
michaeljhopkins
Member

Seems really really really basic, definitely need. Our team has to go take manual notes and copy/paste into existing tickets from the inbox screen. Not great! 

HFoote
Participant

We had any updates on this? This is a critical item that continues to impede our ability to conduct business. We need to be able to associate existing conversations to existing tickets!

DVerdyck
Participant

Almost 3 years since this thread was created and we still need to use a workaround, which is not very time efficient.

n_costa
Participant

Hey @DVerdyck , would you mind sharing your workaround? 

DVerdyck
Participant

@n_costathe one i use goes like this:

1. open the new conversation that does not have a ticket

2. In that conversation, create a new ticket

3. Merge the old ticket with the new ticket. Make sure the old one is the "primary" ticket while merging (else the information in your properties and activities in the old ticket will get lost).

n_costa
Participant
Thanks for the response!
Donna_Irina
Member

Please incorporate this! this is crucial!

JHollekim
Member

Excellent idea..

MBHolth
Member

This is indeed needed. Very good idea. 

RRieder
Member

This is such a locical feature. Why has this not been added? 
We receive different messages from different companies concerning a Ticket and they don't get auto associated to the Main Ticket.

NMarinho
Participant | Diamond Partner

I agree, associating the conversations to existing objects whithin the Inbox would be great!

mstlaurent
Member

I'd like our team to be able to associate a conversation in the inbox with an existing ticket in 1 click, rather than having to create a new ticket and then merge it with an existing one.

This would be more efficient. The aim is to easily see the association between a conversation and the associated ticket in the inbox.

So there could be an Associate Ticket button next to the existing Create Ticket button in the Ticket section of the conversation.

TRobins
Member

Really interesting and necessary!

MSchwarzkopf
Member

Please, please, please....very helpful.

GJakobTriad
Participant

Critical feature missing for years.