The desired behavior is for any emails sent to a customer from a ticket should have all replies from that customer threaded to the same ticket. When I spoke to Hubspot support on this issue, they said the message ID was determined by the original email address that created the ticket, and cannot be included in the message to maintain proper email association to the ticket.
The issue we are running into is the following:
ticket is created from an automated process that is sent from a system address, ex: service@
the ticket includes the contact and or company associated with it
staff replies to the contact through the ticket from their support@ address, replying to the associated contact's email directly
the contact replies from their email to the support@ address
a new ticket is created rather than threading the reply to the original ticket. Hubspot support has said this is due to the replying email address not matching the original email that created the ticket.
New tickets may be created due to a change in email address, or an edit to the email subject line. It would be great to have a way to either embed the ticket id or have a way to ensure the replies recieved from an email sent to a contact associated in the ticket, are threaded to the same ticket (regardless of header changes), rather than create a new ticket.
In line with the above, sometimes the threading breaks if the recipient of the email accidently or purposfully alters the subject line in any way. When the subject line of the email reply is changed, rather than properly threading to the correct, already existing conversation and ticket, a new conversation and ticket are created. This makes it difficult to know what they are responding to and causes the teams to manually merge or delete the unnecessary tickets to maintain accurate metrics.
Related: If there are internal emails sent via workflow about a particular ticket, replies to that email starts a new ticket. The ideal change would be:
1. The internal email related to the ticket was recorded in the ticket activity
2. Replies to that email are threaded into the same ticket
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