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.