Conversations: view tie between a conversation and a ticket

When emailing with a customer regarding a specific ticket from the Conversations inbox, there is no indicator or link in the conversation tying the conversation back to the specific ticket.

 

There is a list of that customer's tickets on the right-hand side, but no clarification which ticket this message pertains to. I know the link between the conversation and the ticket exists, because the user's response is correctly threaded into the ticket history. So it seems it is just not being displayed in the conversation thread.

 

Being able to see that an inbox conversation is already tied to a ticket that is in motion will help  our support reps identify which conversations need tickets created, vs. ones that are already in motion.  

 

EmailFromTicket.pngInbox.pngCustomerResponseOnTicket.png

 

HubSpot updates
Conversations: view tie between a conversation and a ticketHubSpot Product Team
changed to: Delivered
01-28-2019

The change mentioned above is now live to all portals!

3 Replies
HubSpot Product Team
HubSpot Product Team
updated to: In Beta

Hi Quinn,

Thanks for the idea! We've recently released this functionality in beta -- a redesign of ticket cards in the sidebar in Inbox that emphasizes which tickets are actually related to the conversation (vs. just associated with the contact). Less digging for you, and a smoother conversation for your customers.

qduffy
Regular Contributor

Nice!

HubSpot Product Team
HubSpot Product Team
updated to: Delivered

The change mentioned above is now live to all portals!