Enable Ticket ID to display in subject line of all email comms within a ticket

JoanneTapping

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.

25 Replies
lynton
Contributor | Elite Partner

This would greatly improve the email routing for tickets and would make it easier for us to switch to Service Hub.

Andreas
Contributor | Elite Partner

Thumbs up x 10!

juliansurber
Participant

This would substantially simplify our support work and the customer experience!

Rbanga
HubSpot Employee

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. 

sfallaw
Participant

Yes! This is exactly what we need for the Ticket / Service feature to be truly useful to us and to our clients. 

 

Benjamin_
Member

Yes. This would be great indeed!

 

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.

NicolasChoupin
Contributor

Agreed, I need this too

gopalm
Member

Its very bacic need to reply to a cusotmer with their specific ticket and hte subject of their request.  Thus far HS fails in both.  

 

Also needed is a method by which customers can see the status of open tickets - also very basic 

 

 

MarciaLuke
Member

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.

FEE
Member

Essential!!

BenjaminGust
Member

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.

 

 

danielganoza
Member

Muchas herramientas de services tienen esta funcionalidad, ojalá puedan reactivar este hilo que es antiguo

sería muy útil tener el tkt ya que cuando el cliente hace FRW, RE, RV o cambia el asunto del correo se rompe la cadena y los tickets se duplican 

dstache
Member | Platinum Partner

We need this also

DeBa
Member

Need this 

 
 
Otterbot
Contributor

YES YES YES

CEllul
Member

@hubspot - are there any updates or plans to include this basic feature? 

mrspabs
Top Contributor | Platinum Partner

+1

AAdade
Member

This is basic functionality that support teams need and our customers expect. 

Fee_Lee
Participant

Yes, ticket ID is needed to ease communication and increase UX.

cognidox_vittal
Participant

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.