Conversations & Tickets - Terrible UX
The use of Convesations as a entry point for Service Ticket related emails is an absolutely horrible UX.
When I receive an email notification about a conversation, I use the provided link to see what's up. Then I get out of Conversations and into Tickets (or another part of HubSpot) as quick as I possibly can. I would much prefer to have the link in the email take me to the Service Ticket instead of having to suffer through a visit to Conversations first.
I don't have an issue using Conversations for Chat. The UX is appropriate for that. But not for email.