How to fix Hubspot Slack integration's ticket threading limitations?

[MErnesto]

How can we fix multiple Slack threads per HubSpot ticket and migrate messages without an open conversation?

Hi users!!!

I've got an issue with the Slack integration with HubSpot, and I would like to know if any of you have found a way to bypass these issues:

• That each ticket has only a single thread in Slack (Currently, each conversation within a ticket generates a separate thread in Slack.

• That Slack messages can be migrated to HubSpot even if there is no open conversation.

• That reopening a ticket does not generate a new thread in Slack but updates the existing Slack thread (Currently, when a closed conversation is reopened, a new Slack thread is generated. In Helpdesk, when a ticket is reopened, its conversations are also reopened, which makes them appear as new conversations and triggers a new Slack thread, even if one already exists or was closed months ago).

Hopefully, someone has ideas for these situations. 

HubSpot support has already told me it's not possible with them; thus, a little thinking out of the box is needed. 

Thanks in advance for your time and help!

[Moderator Note: this post was reviewed for relevancy and optimized for clarity on 10/21/25. Thank you for your contributions to the HubSpot Community!]

[Eric_Hoyer · Accepted solution]

Hey, have you tried using the Ticket automation to generate a Slack thread and use the workflow to create messages to that thread for new updates?

you can create tickets from threads in slack with the integration IIRC, maybe set up a bot to create those from old messages and assocaite with the email associated with the company primary contact?

[BérangèreL]

Hi @MErnesto and welcome, it's a pleasure to have you here! 🤗

Great questions, thanks for asking the HubSpot Community!

To start with, I'd like to share these resources that might be of interest:

- Sync and manage help desk tickets in Slack
- Manage your Records in Slack
- Hubspot Slack Integration

I'd love to put you in touch with some of our Top Experts and Community Members: Hi @drafeedie, @Daniel_Shin, @DWesterholm, @SWLen, @00000, @michiMolllath, @R-Sheikh, @DJohnson4, @Eric_Hoyer and @DMagbanua do you have suggestions to help @MErnesto, please?
 

Have a lovely day and thanks so much in advance for your valuable contributions!

Warmly,
Bérangère