Enable Ticket ID to display in subject line of all email comms within a ticket
Whilst the Ticket system is useful, when you have 150-200 tickets in varying pipelines within ServiceHub can be confusing when searching for a particular ticket.
It would be immensly valuable to include the Ticket ID to all subsequent emails from that initial customer contact within the subject lines. Regardless of whether we contact the customer or the customer contacts us through the same ticket thread.
It would also be useful for the customer to be able to'mention' the ticket id in their subject line, so that if they can't find the original email thread in their inbox they can email but still include everything involving the same query in the one ticket thread. Rather than start a new ticket for a query that is already open.
If this can be set up as a property within settings in HubSpot so that you can choose as a HubSpot customer whether you set it up as part of a pipeline. This would be fab!
This would enable us to quickly track queries, and reply to clients with relevant responses much faster.
The current ticket system we are using alongside HubSpot called FogBugz allows both the features above. Across all roles.
Posting on behalf of a customer, looking for a similar feature.
The ticket created by the conversation inbox has a long subject line that is not very useful to the customer, the customer is looking for a feature where creating the new email would autopopulate the ticket id or ticket name in the subject line.
Integration of the Ticket ID in the subject line would perhaps also prevent customers to just reply on the last received email message instead of posting a new request in a new email. This prevents a lot of bureaucracy with closing a ticket again and creating a new one for the new topic.
Referencing the ticket number in all communications with Support is fundamental so it is puzzling that Hubspot's ticketing system doesn't automatically do this for all emails.
Our team reached out, independently requested this feature and we were directed to this thread. It's shocking to me that this very basic feature (supported by every other modern ticketing system) isn't already on the development roadmap.
We migrated ticketing support to Hubspot so everything was integrated with our CRM. Lack of basic functionality makes me frequently regret that decision. This is rediculous.
A very klunky, partial, manual work-around is to use an automation workflow to alter the "Ticket name" property to include the ticket ID in the ticket name. This'll place the ticket ID in the ticket's visible name. Unfortunately, the originating email won't be altered, but when you reply, you can cut'n'paste the ticket's name into the subject line. All subsequent emails should then contain the ticket ID in the subject.
Would be much nicer if this was automatic though and was able to handle associating subject line ticket IDs with existing tickets.
