When an inbox is set up to create tickets, it will do so for anything that arrives and is not marked as spam.
If an email arrives and is marked as spam, no ticket will be created from the email.
If an email is accidentally marked as spam, a user can go into the folder and unmark the conversation as spam. However, no ticket will be created when the conversation moves out of the spam folder. The user has to create the ticket manually.
Idea
Add the functionality to create a ticket automatically if a conversation is unmarked as spam in an inbox with the automation turned on
Hi @jnixon , if the email is from an address other than noreply@hubspot.com, then you should be able to add that address to your "Allow List" in settings. If the email is from noreply@hubspot.com, it will automatically be filtered to spam and unfortuantely there's no way to override that setting at the moment—this is to prevent a ton of clutter in your Inbox, but I understand how in some cases it's not the ideal solution! This Knowledge Base article is a helpful resource for more details on spam settings.
I'm excited to let you know that we recently rolled out an update to address this issue! Tickets will now be automatically created when emails are unmarked as spam (so long as the email channel has ticket creation rules turned on). A few important notes:
Tickets will be timestamped based on when the email was originally received in the Inbox (notwhen the email was unmarked as spam).
This change applies toemailthreads only.
This change applies only to emails that wereautomaticallymarked as spam. Manually marking and unmarking an email as spam will not re-open the ticket or re-generate a new one.
Thanks for submitting your feedback—it goes a long way in helping us continuously improve our products!
I'm excited to let you know that we recently rolled out an update to address this issue! Tickets will now be automatically created when emails are unmarked as spam (so long as the email channel has ticket creation rules turned on). A few important notes:
Tickets will be timestamped based on when the email was originally received in the Inbox (notwhen the email was unmarked as spam).
This change applies toemailthreads only.
This change applies only to emails that wereautomaticallymarked as spam. Manually marking and unmarking an email as spam will not re-open the ticket or re-generate a new one.
Thanks for submitting your feedback—it goes a long way in helping us continuously improve our products!
Hi @rsail , thanks so much for the update! We actually experienced this earlier today when a HubSpot Support email went to our spam and we pulled it out. Any suggestions for keeping HubSpot ticket emails out of spam?
Hi @jnixon , if the email is from an address other than noreply@hubspot.com, then you should be able to add that address to your "Allow List" in settings. If the email is from noreply@hubspot.com, it will automatically be filtered to spam and unfortuantely there's no way to override that setting at the moment—this is to prevent a ton of clutter in your Inbox, but I understand how in some cases it's not the ideal solution! This Knowledge Base article is a helpful resource for more details on spam settings.
