At present it is not automatically possible for emails sent/received to a contact(s) associated with a ticket to be logged on that ticket if sent via Gmail, opposed to internally within Hubspot. Instead it has to be done manually within Hubspot, through editing those emails, which do appear on perhaps the company or deal, and of course contact.
It is a shame the same logic for attaching an email to a deal, company or contact is not applied to tickets. If the contact is associated with the ticket, then so should any correspondence be.
We use tickets to track internal projects, so not all of them have a customer or a company associated with them. I'll mail other people on my team, but we blocklist our own domain becuase every email we send at work needs to end up in hubspot. So I end up with nothing to associate the email with. If we don't blocklist our own teammates it associates every email to the last 5 tickets they are associated with. Which is absolute chaos because tickets end up getting tagged with mails that are entriely different topics. This also happens when there are contacts and companies to associate with tickets. This has the side effect of reopening closed tickets in our pipelines. In short, it's a mess. So we've just turned of Ticket tracking from Outlook.
We've found that the best way is just to write the email from within HS rather than Outlook, but that's not always convenient.
The way I'd like this to work is just to be able to add the ticket (or any object actually) to the forward address:
#CompanyId+ticket#TicketId@forward.hubspot.com
the + could be followed by any object: +company +contact +deal +ticket + marketingEvent, etc.
