Show Contact's first Conversation Message in Ticket record when message is generated by a Form sub
If a contact creates a Conversation via a Form submission, their initial message does not appear in the Ticket record in the Emails tab. This becomes an issue when our agents need to email the contact directly via their individual email (versus the group email connected to the Inbox.) There is no way to respond to the contact from within the Ticket record.
This lack of functionality is preventing our agents from using Hubspot as a single hub for comms. Our agents have no option but to forward the conversation as an email to their individual company address.
We just migrated (this week) to HubSpot and this is already a major painpoint for us. We have an email address and form submissions routing to an inbox, and it creates a ticket but the email or form submission generated only appear in conversations -- not the email tab on the ticket -- until an agent replies. And if they create an email it's disjoined from what the client/user sees in their ticket view.
Am I missing something?
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