Conversation thread with a contact associates to company record
When the Support Team emails a known contact from the Conversations > Inbox, the conversation thread does not automatically associate to the company record that the contact is associated to. This used to be the case, but it is not anymore.
We were reliant on this as a crucial point of visibility between our Support and Success Teams. Our Success Team was able to easily see the conversations that Support recently had with their accounts. Now it is much more difficult as they would need to click into each ticket to see what was discussed (they don't often do this because it is much too time-consuming).
The teams also end up crossing wires or communicating multiple times to the contact about the same thing.
It would be very helpful for conversation threads to associate to the appropriate company records.
I completely agree. This is something that is pretty much essentail to our use of this CRM.
We use company records for a clear overview of all correspondense between our sales & customer service teams and all contacts at particular companies. It is very difficult to account manage when you have to check a number of locations for the information you need.
We absolutely need this, otherwise the Last Contacted field automatically updated by hubspot is useless since it doesn't count any contact from the Support Inbox.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
