Associating email activity with a ticket

HelenBrown

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. 

 

Thanks!

 

7 Replies
andreanater
Member

Also within hubspot a conversation can only be associated to a ticket once one replies. It would be a lot better if the email could be associated with a ticket at any time. E.g. by pressing on "More" or by changing the "Create ticket" to "Associate ticket" and let the user choose between new or existing ticket.

associate_with_ticket.jpg

BernardoV
Contributor | Platinum Partner

I agree. There´s a lo that could be done with the association function on tickets and conversations. 

 

In my case I´ve been having trouble when people email me directly about tickets that have been created. 

 

I tried re sending the email to the centralized inbox inorder to make the association, but this is only possible if you create a new ticket.

 

¿Does anyone know if there is a way to associate new conversations emails wih existing tickets? 

rosiehall
Member

Would be very helpful.  We get emails which are referrals from third parties and would like to be able to associate with existing tickets.

owurman
Participant

Yes, I don't get why it doesn't associate with every open object associated with the Contact. I have to log, then go to the Contact, find the email, and manually add the association to a Ticket.

OLS-JPang
Member

100% would love to be able to have sequence emails and tasks (which are sent/created from contacts not tickets), automatically associated to the existing ticket instead of manually associating everything to the ticket every time a step in the sequence is actioned (email is sent or a task is created).

cj_ipec
Member

I have been working to help our COO and our support staff become more automated and have introduced them to using Sequences, however the missing puzzle piece for us right now is having the association of the ticket to the sequence email is preventing the automation from kicking off. And the enrollment of the sequence begins on the TICKET RECORD!! So this makes no sense why a deal would get associated but a ticket is not.. Hubspot please make this available!!

Jkiwi
Member

Absolutely, it would be much more efficient for Hubspot to integrate this logical step rather than having to manually record the event each time to keep all of information in one place!